Kota Tarakan merupakan salah satu kota yang berada di Provinsi Kalimantan Utara. Speed boat menjadi andalan transportasi yang menghubungkan kabupaten atau kota, yang berada di Kalimantan Utara, Kota Tarakan berdasarkan letak geografisnya dinilai cukup strategis dalam pemilihan moda transportasi seperti speed boat. Tujuan dari penelitian ini untuk mengetahui tingkat pelayanan yang diberikan pemilik jasa speed boat kepada penumpang, faktor -faktor yang mempengaruhi tingkat pelayanan dan kepuasan penumpang dan menentukan bentuk perencanaan dalam usaha peningkatan kualitas pelayanan terhadap penumpang dengan metode QFD. Analisis data menggunakan metode analisis (IPA) dan metode analisis (QFD), Dengan bantuan software SPSS dan Microsoft Excel. Hasil analisis kuadran (IPA) dimasukkan kedalam rumah kualitas House Of Quality (QFD) adalah atribut berada pada (kuadran A), atribut Speedboat memiliki tempat yang nyaman, Pelayanan yang dilakukan kepada penumpang dilakukan untuk kenyamanan penumpang. Dan hasil analisis (QFD) yang terlebih dahulu dilaksanakan yaitu respon teknis penggantian fasilitas yang baru dan modern dengan nilai Absolute Weight Importance 500,0, dan Weight Importance dengan presentase 62,5 %, yang kedua respon teknis Perbaikan speed boat secara berkala dengan nilai Absolute Weight Importance 166,70, dan Weight Importance dengan presentase 20,8 %, dan respon teknis yang terakhir diperbaiki pelatihan sikap dan perilaku terhadap penumpang Absolute Weight.

Tarakan City is one of the cities in North Borneo Province. Speed Boat is a mainstay of transportation which connects districts or city, which is in North Borneo, Tarakan City based on the geographical location that considered quite strategic in the choice of the type of transportation such as speed boat. The research objectives were to know the services level which provided by the owner of a speed boat services to passengers, factors that affect the services level and passengers’ satisfaction, and to determine the form of planning in the effort to improve the services quality to passengers with QFD method. Data analysis using (IPA) analysis method and (QFD) analysis method. Based on the quadran analysis result (IPA) entered to the House of Quality (QFD) was the attribute located at (quadrant A), attribute speed boat has a comfortable place, and the services performed to passengers was carried out for the convenience of passengers. And the analysis result (QFD) which first implemented was technical responses to the replacement of new and modern facilities with the value of Absolute Weight Importance 500.0 and Weight Importance with a percentage of 62.5%. The second technical response was periodic improvement to speed boat with the value of Absolut Weight Importance 166.70 and Weight Importance with a percentage of 20.8%. And the last technical response was improvement to attitude and behavior training towards passengers with the value of Absolut Weight Importance 133.30 and Weight Importance with a percentage of 16.7% by using SPSS version 24.0 application and Microsoft Excel (QFD) program.