KUALITAS PELAYANAN TRANSPORTASI PENYEBERANGAN SUNGAI, DANAU, DAN PERAIRAN PROVINSI SUMATERA SELATAN (STUDI KASUS PELABUHAN PENYEBERANGAN TANJUNG API-API)

MARSHUSH, BUNYANUN and Rhaptyalyani, Herno Della (2023) KUALITAS PELAYANAN TRANSPORTASI PENYEBERANGAN SUNGAI, DANAU, DAN PERAIRAN PROVINSI SUMATERA SELATAN (STUDI KASUS PELABUHAN PENYEBERANGAN TANJUNG API-API). Undergraduate thesis, Sriwijaya University.

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Abstract

Terdapat lonjakan produksi penumpang di Pelabuhan Penyeberangan Tanjung Api-api pada tahun 2021 sebesar 82,5% jika dibandingkan dengan tahun sebelumnya yang dapat dianggap sebagai suatu keuntungan sekaligus masalah sebab pihak pengelola dituntut mampu memberikan kualitas pelayanan yang lebih baik. Sehingga dilakukannya penelitian ini untuk menilai kualitas pelayanan yang diberikan serta mengidentifikasi faktor apa saja yang perlu dibenahi. Penelitian ini menggunakan metode deskriptif kuantitatif dengan hanya menggunakan variabel kualitas pelayanan pada dimensi SERVQUAL (wujud fisik, keandalan, daya tanggap, jaminan, dan empati). Data yang diperoleh akan diolah menggunakan metode Importance Performance Analysis (IPA) dengan menghubungkan antara harapan penumpang terhadap kenyataan pelayanan yang diberikan. Penelitian ini memberikan hasil bahwa secara umum kualitas pelayanan Pelabuhan Penyeberangan Tanjung Api-api belum baik sebab skor rata-rata kenyataan pelayanan (3,637) lebih rendah dari harapan penumpang (4,807). Selain itu, terdapat empat indikator yang perlu diprioritaskan untuk dibenahi, yaitu 1) Pihak manajemen ferry memberikan informasi ketersediaan tempat dan perubahan harga jauh hari sebelum jadwal keberangkatan; 2) Saya merasa aman berada di terminal; 3) Customer service menyediakan pelayanan untuk membantu penumpang; 4) Manajemen ferry menyediakan pelayanan pengaduan secara online. A surge in passenger production occurred at the Tanjung Api-api Ferry Port in 2021 by 82.5% compared to the previous year, which can be considered as an advantage as well as a problem because the management is required to be able to provide better service quality. This research was conducted to assess the quality of service it provides and identify which factors that need to be improved. This study uses a quantitative descriptive method by only using service quality variables in the SERVQUAL dimension (tangibles, reliability, responsiveness, assurance, and empathy). The data obtained will be processed using the Importance Performance Analysis (IPA) method by connecting passenger expectations to the reality of the services provided. This study provides the results that in general the service quality of the Tanjung Api-api Ferry Port is not good because the average score of service reality (3.637) is lower than passenger expectations (4.807). In addition, there are four indicators that need to be prioritised to be improved, which are 1) The ferry management provides information on the availability of places and price changes long before the scheduled departure; 2) Terminal security; 3) Customer service provides services to help passengers; 4) Ferry management provides online complaint services.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Tanjung Api-api, Important Performance Analysis
Subjects:	T Technology > TA Engineering (General). Civil engineering (General) > TA1001-1280 Transportation engineering
Divisions:	03-Faculty of Engineering > 22201-Civil Engineering (S1)
Depositing User:	Bunyanun Marshush
Date Deposited:	14 Dec 2023 04:07
Last Modified:	14 Dec 2023 04:07
URI:	http://repository.unsri.ac.id/id/eprint/132811

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