ANALISIS KUALITAS PELAYANAN BONGKAR MUAT TERHADAP KEPUASAN PELANGGAN DI PELABUHAN TANJUNG PRIOK (PTP) TERMINAL NONPETIKEMAS

DIMAS RIZKI SAPUTRA, . (2025) ANALISIS KUALITAS PELAYANAN BONGKAR MUAT TERHADAP KEPUASAN PELANGGAN DI PELABUHAN TANJUNG PRIOK (PTP) TERMINAL NONPETIKEMAS. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Dalam meningkatkan kualitas pelayanan bongkar muat di sektor kepelabuhanan, dibutuhkan sarana dan prasarana yang menunjang serta pendekatan evaluasi berbasis persepsi pelanggan. Dalam penelitian ini, digunakan metode kuantitatif dengan teknik analisis data yang mencakup Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA). Data yang digunakan meliputi data primer berupa kuesioner kepada pelanggan dan data sekunder dari studi pustaka. Temuan penelitian menunjukkan bahwa seluruh dimensi kualitas pelayanan, yang terdiri dari Tangibles, Reliability, Responsiveness, Assurance, dan Empathy, berkontribusi positif terhadap kepuasan pelanggan. Berdasarkan analisis, rata-rata skor kinerja pelayanan bongkar muat di PTP Terminal Nonpetikemas adalah 73%, sementara harapan pelanggan terhadap pelayanan mencapai 78%. Tingkat kesesuaian pelanggan berada pada angka 93%, yang menandakan bahwa secara keseluruhan pelayanan yang diberikan sangat memuaskan dan mendekati atau bahkan melebihi ekspektasi pelanggan. Temuan ini menunjukkan bahwa kualitas pelayanan bongkar muat di PTP Terminal Nonpetikemas telah mampu memenuhi kebutuhan dan harapan pelanggan secara optimal serta dapat dijadikan dasar dalam strategi peningkatan mutu layanan ke depan. Kata Kunci: Kualitas Pelayanan, Bongkar Muat, Kepuasan Pelanggan, SERVQUAL, IPA. ***** Improving the quality of cargo handling services in the port sector requires adequate facilities and infrastructure, along with evaluation approaches based on customer perceptions. This study employed a quantitative method with data analysis techniques that included Service Quality (SERVQUAL) and Importance Performance Analysis (IPA). The data used consisted of primary data collected through customer questionnaires and secondary data from literature studies. The findings indicate that all dimensions of service quality Tangibles, Reliability, Responsiveness, Assurance, and Empathy positively contribute to customer satisfaction. Based on the analysis, the average performance score of cargo handling services at PTP Terminal Nonpetikemas was 73%, while customer expectations reached 78%. The customer satisfaction level stood at 93%, indicating that the services provided were generally very satisfactory and met or even exceeded customer expectations. These results demonstrate that the quality of cargo handling services at PTP Terminal Nonpetikemas has effectively met customer needs and expectations and can serve as a foundation for future strategies to improve service quality. Keywords: Service Quality, Cargo Handling, Customer Satisfaction, SERVQUAL, IPA.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Henita Rahmayanti, M.Si. ; 2). Dr. Winoto Hadi, M.Т.
Subjects:	Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Dimas Rizki Saputra .
Date Deposited:	01 Aug 2025 08:15
Last Modified:	01 Aug 2025 08:15
URI:	http://repository.unj.ac.id/id/eprint/57355

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