EVALUASI KUALITAS PELAYANAN DI KAPAL KM.DOROLONDA (STUDI KASUS PT. PELAYARAN NASIONAL INDONESIA, CABANG TANJUNG PRIOK)

VIONY AMARTHA PUTRI, . (2023) EVALUASI KUALITAS PELAYANAN DI KAPAL KM.DOROLONDA (STUDI KASUS PT. PELAYARAN NASIONAL INDONESIA, CABANG TANJUNG PRIOK). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengukur seberapa besar tingkat pelayanan yang diberikan pihak PT. Pelayaran Nasional Indonesia kepada para penumpang kapal KM. Dorolonda terhadap persepsi kenyataan, harapan atau kualitas langsung dari pelayanan angkutan penumpang. Metode yang digunakan dalam penyusunan skripsi ini adalah deskriptif kuantitatif. Menyebarkan Kuesioner dengan sampel sebanyak 45 responden. Data yang diperoleh dengan teknik analisis yaitu metode pengukuran kepuasan pelanggan degan skor TKI, Servqual, CSAT dan metode Importance Performance Analysis (IPA). Hasil penelitian menunjukan rata-rata secara keseluruhan sebesar 79,36% dalalam skor CSAT, untuk hasil persentase tersebut sudah tergolong pada kriteria puas. Artinya, secara garis besar untuk kinerja pelayanan angkutan penumpang di kapal KM. Dorolonda dari kelima dimensi tersebut baik, walaupun masih belum sepenuhnya mencapai 100% sesuai dengan harapan pelanggannya. Jika berdasarkan hasil perhitungan metode Importance Performance Analysis (IPA) terdapat 5 atribut yang masuk pada kuadran I tersebut yang harus diprioritaskan dahulu perbaikan nya. Diharapkan dari hasil penelitian ini perusahaan dapat meningkatkan kualitas pelayanan agar tercipta kepuasaan dan loyalitas pelanggan. Kata Kunci: Layanan, Kepuasaan Pelanggan, Servqual, IPA ***** This study aims to measure how much the level of service provided by PT. Indonesian National Shipping to the passengers of the KM ship. Dorolonda on perceptions of reality, expectations or direct quality of passenger transport services. The method used in the preparation of this thesis is descriptive quantitative. Distributing Questionnaires with a sample of 45 respondents. Data obtained by analysis techniques, namely customer satisfaction measurement methods with TKI scores, Servqual, CSAT and Importance Performance Analysis (IPA) methods. The results of the study showed an overall average of 79.36% in the CSAT score, for the results this percentage was classified as satisfied. That is, in outline for the performance of passenger transport services on KM ships. Dorolonda from the five dimensions is good, although it still has not fully reached 100% according to customer expectations. If based on the results of the calculation of the Importance Performance Analysis (IPA) method, there are 5 attributes included in the first quadrant that must be prioritized for improvement first. It is hoped that from the results of this study the company can improve service quality in order to create customer satisfaction and loyalty. Keywords: Service, Customer Satisfaction, Servqual, IPA

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Winoto Hadi,S.T.,M.T
Subjects:	Manajemen > Manajemen Pemasaran Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 19600 not found.
Date Deposited:	04 Sep 2023 00:07
Last Modified:	04 Sep 2023 00:07
URI:	http://repository.unj.ac.id/id/eprint/40936

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