ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAAN PELANGGAN DI TERMINAL PENUMPANG NUSANTARA PELABUHAN TANJUNG PRIOK

ADAM FERDIANSYAH, . (2024) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAAN PELANGGAN DI TERMINAL PENUMPANG NUSANTARA PELABUHAN TANJUNG PRIOK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengukur kepuasan pelanggan Terhadap kualitas kinerja pada terminal penumpang Nusantara Pelabuhan Tanjung Priok. Dalam penelitian ini kepuasan pelanggan diukur berdasarkan kuesioner dengan sampel berjumlah 50 responden yaitu para penumpang yang memulai perjalanan dari terminal penumpang nusantara pelabuhan tanjung priok dengan tujuan masing-masing. Metode yang digunakan dalam penelitian ini adalah deskriptif kuantitatif. Data yang diperoleh dalam penelitian ini dianalisis dengan metode Analisis Gap dan metode Importance Performance Analysis (IPA). Hasil penelitian menunjukan bahwa tingkat kesesuaian termasuk dalam kategori kepuasan tinggi yaitu sebesar 97% berdasarkan pemetaan Importance Performance Analysis (IPA), masih terdapat atribut dengan nilai negatif yang menandakan perbedaan antara tingkat kinerja berdasarkan pengalaman pelanggan dan tingkat harapan pelanggan. Berdasarkan analisis Gap atribut dengan nilai positif antara kinerja dan harapan sebanyak 15 atribut postif dan 5 atribut dengan nilai negatif. Maka perusahaan hendaknya meningkatkan kualitas pelayanan khususnya pada pernyataan yang bernilai gap negatif, agar persentase kepuasan pelanggan terminal Nusantara dapat meningkat dan gap yang bernilai negatif dapat berbalik menjadi positif. Kata kunci: Kualitas Pelayanan, Kepuasan Pelanggan, Analisis Gap, Importance Performance Analysis (IPA) ********** This study aims to measure customer satisfaction with the quality of performance at the Nusantara passenger terminal of Tanjung Priok Port. In this study customer satisfaction was measured based on a questionnaire with a sample of 50 respondents, namely passengers who started the journey from the archipelago passenger terminal of Tanjung Priok Port with their respective destinations. The method used in this research is descriptive quantitative. The data obtained in this study were analyzed using the Gap Analysis method and the Importance Performance Analysis (IPA) method. The results showed that the level of conformity is included in the high satisfaction category which is 97% based on Importance Performance Analysis (IPA) mapping, there are still attributes with negative values which indicate the difference between the level of performance based on customer experience and the level of customer expectations. Based on Gap analysis, attributes with positive values between performance and expectations are 15 positive attributes and 5 attributes with negative values. So the company should improve service quality, especially in statements that have a negative gap value, so that the percentage of Nusantara terminal customer satisfaction can increase and the negative gap can be reversed to positive. Keywords: Service Quality, Customer Satisfaction, Gap Analysis, Importance Performance Analysis (IPA)

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Henita Rahmayanti, M.Si. ; 2). Dr. Winoto Hadi, S.T.,M.T.
Subjects:	Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 24291 not found.
Date Deposited:	05 Aug 2024 05:22
Last Modified:	05 Aug 2024 05:22
URI:	http://repository.unj.ac.id/id/eprint/48260

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