The Influence of Word of Mouth, Service Facilities and Service Quality on the Decision to Use Barcelona Motor Boat Transportation Services III.A Route from Manado to Tahuna

Abstract

Indonesia as an archipelagic country certainly needs transportation both by land, air and sea, this is to help human activities which are always on the move for various reasons. For example, the Manado to Tahuna route is an important route connecting the capital of North Sulawesi province with the capital of Sangihe Islands Regency. PT. Surya Pacific Indonesia with its KM Barcelona III.A fleet is one of the main transportation options that is always in demand, although the high demand can affect comfort and safety on board. This research aims to understand the impact of Word of Mouth, service facilities, and service quality on the decision to use KM transportation services. Barcelona III.A. By using a quantitative approach method, the results of this research are that simultaneously Word of Mouth, Service Facilities and Service Quality have a significant influence on the decision to use, partially Word of Mouth and Service Facilities have a significant influence on the decision to use, while Service Quality does not provide a significant influence on the decision to use. Therefore various suggestions are proposed, including regular maintenance and repair of facilities, improving hygiene standards for all users, increasing room comfort, implementing modern technology, and involving users in a consultation process to find out their needs and expectations. By improving the quality of facilities, it is hoped that this fleet can create an attractive and satisfying environment for users.