20
A. Zakaria et al.
Moreover, the successful ferry operations also can be achieved since the infrastructure that is provided by Penang ferry terminal authority is comfy and easy for
passengers and crew usage. It is because the Penang ferry terminal authority takes
a safety precaution toward infrastructure and facilities at ferry terminal by ensuring
all the SOPs are strictly followed by all crew. More importantly, the SOP of Penang
ferry terminal is competent in fulfilling the passengers’ need and requirement, while
being able to ensure the safety and security of passengers and crew onboard [9].
Additionally, the finding also revealed that Penang ferry terminal is emphasizing
the safety measure as one of the important factors to guarantee the customers’ satisfaction concerning achieving successful ferry operations. Last but not least, due
to increasing the performance of ferry operations, all the customers’ feedback and
complaint can become an initiative tool in order to achieve successful ferry operations at Penang port. On the other hand, all crews either directly or indirectly involved
in ferry operations must take part in ensuring the key factors in determining the
successful ferry operations at the Penang port.
2.6 Conclusion
In conclusion, in order to maintain the successful ferry operations at the Penang
port, there are several factors that need to be taken into account such as providing an
adequate training or conducting a briefing and roll-call before the operations. Based
on the findings, most of the expert respondents agreed the statements of “a short
briefing to the passenger before departure is necessary to ensure the smooth and safe
ferry operations.” Even though the single journey from mainland to island only takes
roughly less than an hour, it is important to give a briefing to the passengers to ensure
the safety of the passengers as well as the crew onboard the ferry.
Last but not least, further research is a necessity to explore from the other perspective rather than experts’ judgment. For instance, the customer point of view also plays
an important role to measure the prolong of the successful ferry operations. This is
because customers and passengers are the reasons why smoothness and efficiency of
the ferry operations are a necessity [10].
Acknowledgements The author gratitude for the involvement of the expert respondent at Penang
port, Malaysia. The gratitude also for Ain Nur Najwa binti Nor Sabinja as a research assistance
for this study. On the other hand, for the Universiti Kuala Lumpur, Malaysian Institute of Marine
Engineering Technology for providing a favorable environment to conduct this research.
A. Zakaria et al.
Moreover, the successful ferry operations also can be achieved since the infrastructure that is provided by Penang ferry terminal authority is comfy and easy for
passengers and crew usage. It is because the Penang ferry terminal authority takes
a safety precaution toward infrastructure and facilities at ferry terminal by ensuring
all the SOPs are strictly followed by all crew. More importantly, the SOP of Penang
ferry terminal is competent in fulfilling the passengers’ need and requirement, while
being able to ensure the safety and security of passengers and crew onboard [9].
Additionally, the finding also revealed that Penang ferry terminal is emphasizing
the safety measure as one of the important factors to guarantee the customers’ satisfaction concerning achieving successful ferry operations. Last but not least, due
to increasing the performance of ferry operations, all the customers’ feedback and
complaint can become an initiative tool in order to achieve successful ferry operations at Penang port. On the other hand, all crews either directly or indirectly involved
in ferry operations must take part in ensuring the key factors in determining the
successful ferry operations at the Penang port.
2.6 Conclusion
In conclusion, in order to maintain the successful ferry operations at the Penang
port, there are several factors that need to be taken into account such as providing an
adequate training or conducting a briefing and roll-call before the operations. Based
on the findings, most of the expert respondents agreed the statements of “a short
briefing to the passenger before departure is necessary to ensure the smooth and safe
ferry operations.” Even though the single journey from mainland to island only takes
roughly less than an hour, it is important to give a briefing to the passengers to ensure
the safety of the passengers as well as the crew onboard the ferry.
Last but not least, further research is a necessity to explore from the other perspective rather than experts’ judgment. For instance, the customer point of view also plays
an important role to measure the prolong of the successful ferry operations. This is
because customers and passengers are the reasons why smoothness and efficiency of
the ferry operations are a necessity [10].
Acknowledgements The author gratitude for the involvement of the expert respondent at Penang
port, Malaysia. The gratitude also for Ain Nur Najwa binti Nor Sabinja as a research assistance
for this study. On the other hand, for the Universiti Kuala Lumpur, Malaysian Institute of Marine
Engineering Technology for providing a favorable environment to conduct this research.