The Effect of Port Governance and Infrastructure on the Quality of Ferry Services through the Optimization of Operational Performance (Empirical Study at Ferry Ports in Southeast Sulawesi)
Keywords:
Ferry Ports, Infrastructure, Operational Performance, Port Governance, Service Quality,Abstract
This study aims to analyze the effect of port governance and infrastructure on the quality of ferry services through
the optimization of operational performance at ferry ports in Southeast Sulawesi. The research adopts a
quantitative approach using a survey method by distributing questionnaires to 380 respondents consisting of port
management personnel, operational staff, and service users at selected ferry ports. Data analysis was conducted using
Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine both direct and indirect
relationships among the research variables. The results indicate that port governance and infrastructure have a
positive and significant effect on operational performance. In addition, operational performance has a positive
and significant effect on ferry service quality. Directly, port governance and infrastructure influence service quality;
however, the effect becomes stronger through the mediating role of operational performance. Mediation
testing shows that operational performance partially mediates the relationship between port governance and service
quality, as well as between infrastructure and service quality. These findings demonstrate that effective governance
and adequate infrastructure are essential factors in improving operational performance, which
ultimately enhances the overall quality of ferry services. Therefore,strengthening port management systems and
improving infrastructure are strategic priorities for optimizing ferry transportation services in Southeast
Sulawesi.
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Copyright (c) 2026 International Association of Management and Human Resource Development
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License.
