Romadhan, Muhammad Rizki (2024) Analisis Kinerja Pelayanan Penumpang Pada Fasilitas Penyebrangan Kapal Ro-Ro Air Putih. Undergraduate thesis, Politeknik Negeri Bengkalis.
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Abstract
In recent times, there have been many public complaints about the performance and quality of service at the Ro-Ro Air Putih Bengkalis crossing facility. These complaints include the lack of adequate facilities, the length of time waiting for the ship, and various other factors that cause passenger dissatisfaction with the services provided. The purpose of this study is to analyze the level of satisfaction of Ro-Ro Bengkalis users to evaluate service performance and the factors that influence it based on service quality and passenger price perceptions. With this research, it is hoped that it can provide input for related parties in improving service quality at the Air Putih Ro-Ro Ferry Port. The CSI (Customer Satisfaction Index) method is used in this study to measure passenger satisfaction. By knowing the value of passenger satisfaction, the level of service performance and the factors that influence it can be determined. This research also uses the dynamic system method to recommend service performance improvement. The results of the analysis show that the performance of passenger services at the Air Putih Ro-Ro crossing facility is considered poor, with CSI values of 48.38% and 52.33%, indicating passenger dissatisfaction. Factors that affect service performance include accuracy and certainty of departure time, officer responsiveness, and information about travel disruptions. Based on the dynamic system analysis, several strategic steps are needed to improve service performance, such as increasing discipline in schedule management, strict supervision, effective socialization, and optimizing the boarding process through a better information system. Improving the quality of training and inter-unit coordination will also improve officer responsiveness in terms of security, safety, and service.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Uncontrolled Keywords: | CSI, Passenger Satisfaction, Service Performance, Port of Bengkalis, Ro-Ro, System Dynamics. | ||||||||||||
| Subjects: | 410 ILMU TEKNIK > 420 TEKNIK SIPIL DAN PERENCANAAN TATA RUANG > 421 Teknik Sipil | ||||||||||||
| Divisions: | Jurusan Teknik Sipil > Sarjana Terapan Teknik Perancangan Jalan Dan Jambatan > TUGAS AKHIR | ||||||||||||
| Depositing User: | D4 TPJJ A 2024 | ||||||||||||
| Date Deposited: | 22 Aug 2024 15:26 | ||||||||||||
| Last Modified: | 22 Aug 2024 15:26 | ||||||||||||
| URI: | http://eprints.polbeng.ac.id/id/eprint/13347 |
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