LIVED EXPERIENCES OF SEA TRANSPORT PASSENGERS IN ISLAND GARDEN CITY OF SAMAL

The major intent of this study is to explore the experiences of seaport passengers of the Island Garden City ofSamal, Davao del Norte in terms of service quality rendered by the seaport personnel during traversing Babakand Kinawitnon Wharves. Using the three (3) dimensions of Service Quality Theory of Brady and Cronin(2001), namely, the interaction quality or their attitude and/ behavior, and expertise of both passengers andpersonnel towards travelling the wharf or seaports; physical environment quality or the status of the twowharves in the contexts of ambient conditions, designs, and social factors of the area and vessels; and lastly, theoutcome quality or the waiting time, tangibles, and valence. According to the survey, passengers on seatransport appreciate polite, transparent, and reliable interactions with service crews, especially for vulnerablepopulations like youngsters, the elderly, and those with disabilities. Ferry boats are preferred over motorboatsdue to their comfort and safety, but the results show that crew behavior, communication, and facilities—including gender-sensitive amenities—need to be improved. The report suggests routine crew training, theinstallation of feedback systems, and infrastructure improvements to allay these worries and enhance the overalltraveler experience. The study concludes that passenger safety and comfort in maritime transportation aresignificantly increased by well-designed facilities, appropriate equipment, and professional personnelappearance. Knowledgeable service crews are particularly important in inclement weather.