ANALISIS KUALITAS PELAYANAN BONGKAR MUAT PETIKEMAS TERHADAP KEPUASAN PELANGGAN PT.SARANA BANDAR NASIONAL CABANG TANJUNG PRIOK

NOVI PRAMITA SANDY, . (2024) ANALISIS KUALITAS PELAYANAN BONGKAR MUAT PETIKEMAS TERHADAP KEPUASAN PELANGGAN PT.SARANA BANDAR NASIONAL CABANG TANJUNG PRIOK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk mengukur kepuasan pelanggan terhadap kualitas pelayanan bongkar muat dengan menggunakan dimensi Service Quality dan Importance Performance Analysis (IPA). Pengambilan sampel dengan penyebaran kuesioner yang disebarkan kepada pengguna jasa PT Sarana Bandar Nasional Cabang Tanjung Priok. Penelitian menggunakan teknik sampel insendental, pada saat pengguna sedang melakukan jasa bongkar muat petikemas. Data yang diperoleh dianalisis menggunakan metode Service Quality dan Importance Performance Analysis (IPA) untuk mengukur kepuasan pelanggan terhadap kualitas pelayana dengan tingkat kesesuaian pelanggan. Hasil perhitungan kinerja dan harapan menunjukkan nilai rata-rata 81% dan 85%, rata-rata tersebut untuk menggambarkan kinerja layanan dan harapan pelanggan berada dalam kondisi dengan baik. Untuk menentukan keseluruhan dimensi kualitas pelayanan dengan metode tingkat kesesuaian pelanggan (TKi) memperoleh nilai 1391 dengan rata�rata sebesar 93%. Ini menandakan bahwa semua dimensi kualitas pelayanan memberikan dampak positif yang signifikan terhadap kepuasan pelanggan. Oleh karena itu, untuk meningkatkan kinerja pelayanan bongkar muat petikemas, perusahaan perlu lebih memperhatikan setiap aspek layanan yang disediakan. Diharapkan hasil penelitian ini dapat membantu perusahaan dalam meningkatkan kualitas pelayanan demi mencapai kepuasan pelanggan. Kata Kunci: Kualitas Pelayanan, Bongkar Muat dan Kepuasan Pelanggan. ***** This study aims to measure customer satisfaction with the quality of loading and unloading services using the Service Quality dimensions and the Importance Performance Analysis (IPA) method. The sample was collected by distributing questionnaires to users of PT Sarana Bandar Nasional, Tanjung Priok Branch. The research employed an incidental sampling technique, targeting users during the container loading and unloading services. The data obtained were analyzed using the Service Quality method and the Importance Performance Analysis (IPA) to measure customer satisfaction with service quality through customer suitability levels. The results of the performance and expectation calculations showed average values of 81% and 85%, respectively. These averages indicate that the service performance and customer expectations are in good condition. To determine the overall dimensions of service quality using the customer suitability level (TKi) method, a score of 1391 with an average of 93% was obtained. This indicates that all dimensions of service quality have a significant positive impact on customer satisfaction. Therefore, to improve the performance of container loading and unloading services, the company needs to pay more attention to each aspect of the services provided. It is hoped that the results of this study can help the company improve service quality to achieve customer satisfaction. Keywords: Service Quality, Container Loading and Unloading, Customer Satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Winoto Hadi, M.T 2). Vivian Karim Ladesi, S.T., M.T
Subjects:	Ilmu Sosial > Transportasi Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 24359 not found.
Date Deposited:	07 Aug 2024 00:56
Last Modified:	07 Aug 2024 00:56
URI:	http://repository.unj.ac.id/id/eprint/48883

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