Implementasi Pelayanan Pengguna Jasa di Pelabuhan Roro Air Putih Kabupaten Bengkalis

This research is motivated by the importance of optimizing service quality for service users, particularly in light of observed delays in crossing schedules. The study aims to examine the implementation of services for users, identify supporting factors, and explore efforts to enhance service quality at the Air Putih Ro-Ro Port in Bengkalis Regency. A qualitative approach will be employed, utilizing data from the Transportation Agency and the Port Authority (KSOP) alongside observations and interviews with port personnel. The research is scheduled to take place from February to July 2026, encompassing data collection and the drafting of the final project report. Preliminary findings indicate that service implementation at the Air Putih Ro-Ro Port has proceeded quite well. This is evidenced by the availability of various facilities, such as ticket counters, vehicle queuing lanes, an air-conditioned waiting room, a prayer room, a canteen, a children's playground, a nursing room, a garden, a parking area, and a CCTV system accessible to the public for monitoring queue conditions. Furthermore, port staff have carried out their duties in accordance with Standard Operating Procedures (SOPs), provided vessel departure information via social media and information boards, and endeavored to maintain safety, comfort, and order throughout the service process.