LAUSR

This article presents a methodological framework for enhancing ferry service across the Gibraltar Strait. The study examines the opinion of users and then proposes an action plan for enhancing the quality of service. The actions are classified according to a priority index which is computed with the following attributes: feasibility, relevance, economy, legal requirements and demand. Then the actions are grouped according to their priority index into three levels. Two are the main findings of the study. From the customer point of view, the overall service level of the Port Authority is sufficient, while the overall service level of the ferry operators is still low. In regard to the second phase, only one third of the actions included in the action plan should be implemented in the short term. As a result, some policy recommendations for enhancing the quality of service are discussed.