Bimatara, I Putu Raditya (2025) ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN PADA PELABUHAN PENYEBERANGAN LIKUPANG SULAWESI UTARA. Diploma thesis, POLITEKNIK TRANSPORTASI DARAT BALI.
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Abstract
Pelabuhan Penyeberangan Likupang memiliki peran penting dalam mendukung
mobilitas masyarakat dan distribusi logistik antarpulau di wilayah Sulawesi Utara.
Berdasarkan observasi awal selama pelaksanaan magang, ditemukan beberapa
kendala pelayanan seperti kurangnya fasilitas keselamatan, kebersihan toilet yang
buruk, serta tidak tersedianya fasilitas kesehatan, yang dapat berdampak pada
kenyamanan dan keselamatan penumpang. Penelitian ini bertujuan untuk
mengetahui tingkat kepuasan penumpang terhadap kualitas pelayanan yang
diberikan serta mengidentifikasi aspek pelayanan yang perlu menjadi prioritas
perbaikan. Metode yang digunakan dalam penelitian ini adalah Customer
Satisfaction Index (CSI) untuk mengukur tingkat kepuasan secara keseluruhan, dan
Importance-Performance Analysis (IPA) untuk memetakan aspek pelayanan
berdasarkan tingkat kepentingan dan kinerja. Pengumpulan data dilakukan melalui
penyebaran kuesioner kepada 100 responden yang merupakan penumpang
Pelabuhan Penyeberangan Likupang. Hasil analisis menunjukkan bahwa nilai CSI
yang diperoleh sebesar 58,74%, yang berada dalam kategori cukup puas. Melalui
pemetaan IPA, ditemukan sejumlah atribut pelayanan yang masuk dalam kuadran
prioritas perbaikan, terutama pada aspek fasilitas keselamatan, kebersihan toilet,
serta ketersediaan fasilitas kesehatan. Penelitian ini diharapkan dapat menjadi
bahan evaluasi bagi pengelola pelabuhan dalam meningkatkan kualitas pelayanan
guna menunjang kenyamanan dan keselamatan penumpang.
Kata Kunci : Kepuasan Penumpang, Kualitas Pelayanan, Customer Satisfaction
Index (CSI), Importance-Performance Analysis (IPA).
| Item Type: | Thesis (Diploma) |
|---|---|
| Contributors: | Contribution Name Email Teacher DARMAYANTI, S.Kep.,Ns.,M.M, NI LUH UNSPECIFIED Teacher RUPAKA, S.P.,M.Si., ANGGUN PRIMA GILANG UNSPECIFIED |
| Uncontrolled Keywords: | Likupang Ferry Port plays an important role in supporting community mobility and inter-island logistics distribution in North Sulawesi. Based on initial observations during the internship, several service issues were identified, including the lack of safety facilities, poor toilet cleanliness, and the absence of medical facilities, all of which may affect passenger comfort and safety. This study aims to determine the level of passenger satisfaction with the quality of services provided and to identify service aspects that should be prioritized for improvement. The methods used in this research are the Customer Satisfaction Index (CSI) to measure overall satisfaction and Importance-Performance Analysis (IPA) to map service aspects based on importance and performance levels. Data were collected through questionnaires distributed to 100 respondents who were passengers at Likupang Ferry Port. The results of the analysis show a CSI score of 58.74%, which falls into the "moderately satisfied" category. Through IPA mapping, several service attributes were identified in the priority quadrant for improvement, especially in terms of safety facilities, toilet cleanliness, and the availability of medical facilities. This research is expected to serve as an evaluation reference for port management in improving service quality to enhance passenger comfort and safety. Keywords: Passenger Satisfaction, Service Quality, Customer Satisfaction Index (CSI), Importance-Performance Analysis (IPA). |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | - Poltrada Bali Kemenhub |
| Date Deposited: | 27 Oct 2025 05:16 |
| Last Modified: | 27 Oct 2025 05:16 |
| URI: | https://digilib.poltradabali.ac.id/id/eprint/423 |
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