Subscribe to our Newsletter and get informed about new publication regulary and special discounts for subscribers!

ILSHS > Volume 72 > A Framework to Establish Passengers' Satisfactory...
< Back to Volume

A Framework to Establish Passengers' Satisfactory Key Indicators and Index in Speed Boat Ferry Service Operations

Full Text PDF


This study provides a framework to holistically assess the level of passengers' satisfaction for a given ferry service based on the dominant Design/Operational, Passengers Care/Safety/Security and Environmental categorical factors that define the ferry service operations and influence passengers' satisfaction. A test case carried out for a ferry service offered by a boat operator in the Warri wharf yields a Passengers' Satisfaction Index of 3.84, indicating that the ferry service is in the range of dissatisfactory and moderately satisfactory, which is in good agreement with popular opinions that the service offered by that operator does not satisfy most of the passengers' expectations. The results of the test case proved that the framework reliably and realistically predicts the level of satisfaction the passengers derived from the various segments that define the service offered by a boat operator. This study will assist passengers make informed decision about the choice of operators to patronize. It will also guide operators and regulators to identify and improve those areas of the ferry service that are pertinent to the successful operation of the ferry business.


International Letters of Social and Humanistic Sciences (Volume 72)
O. P. Garrick et al., "A Framework to Establish Passengers' Satisfactory Key Indicators and Index in Speed Boat Ferry Service Operations", International Letters of Social and Humanistic Sciences, Vol. 72, pp. 1-14, 2016
Online since:
Aug 2016

[1] J.V. Nickerson et al., Matching Mechanisms to situations through the wisdom of the crowd, in Proceedings of the 13th International Conference on Information Systems, Phoenix, (2009).

[2] K.J. Schmucker, Fuzzy sets, natural language computations and risk analysis, Computer Science Press, Rockville, MD, (1984).

[3] L.B. Smith et al., Object name learning provides on-the-Job training for attention, Psychological Science. 13(1) (2002) 13-19.

[4] G. Lupyan, D.H. Rakison, J.L. McClelland, Language is not just for talking: redundant labels facilitate learning of novel categories, Psychological Science. 18(12) (2007) 1077-1083.

[5] B. Tversky et al., Talking about events, in E. Pederson, J. Bohnemeyer, R. Tomlin (Editors), Event representation in language and cognition, Cambridge: Cambridge University Press, 2010, pp.216-227.

[6] B. Tversky, Visualizing thought. Topics in Cognitive Science. 3(3) (2011) 499–535.

[7] D. Gentner, and A.B. Markman, Defining structural similarity, Journal of Cognitive Science. 6 (2006) 1-20.

[8] K.J. Holyoak, P. Thagard, Analogical mapping by constraint satisfaction, in cognitive modeling, Polk, T.A. and Seifert, C.M. (Eds. ), MIT Press, Cambridge, MA, 2002, pp.849-909.

[9] M.L. Gick, K.J. Holyoak, Analogical problem solving, Cognitive Psychology. 12(3) (1980) 306-355.

[10] M.L. Gick, K.J. Holyoak, Schema induction and analogical transfer, Cognitive Psychology. 15(1) (1983) 1-39.

[11] F. Harary, Graph theory, Addison Wesley, Reading, MA, (1994).

[12] J.V. Nickerson et al., The spatial nature of thought: Understanding information systems design through diagrams, in Proceedings of the 29th International Conference on Information Systems, Boland, R., Limayem, M., and Pentland B. (Eds. ), Paris, France, (2008).

[13] Y.F. Hu, Efficient, High-quality force-directed graph drawing, The Mathematica Journal. 10(1) (2006) 37-71.

[14] R.C. Schmidt, Managing Delphi surveys using nonparametric statistical techniques, Decision Sciences. 28(3) (1997) 763-774.

[15] F. Hasson, S. Keeney, H. McKenna, Research guidelines for the Delphi survey technique, Journal of Advanced Nursing. 32(4) (2000) 1008-1015.

[16] A.L. Delbecq, A.H. Van de Ven, D.H. Gustafson, Group techniques for program planning: A guide to nominal group and Delphi processes, Scott, Foresman and Company, GlEnview, Illinois, (1975).

[17] D. Yuhua, Y. Datao, Estimation of failure probability of oil and gas transmission pipelines by fuzzy fault tree analysis, J loss Prevent Proc. 18 (2005) 83-88.

Show More Hide