ANALISIS PERSEPSI PENUMPANG TERHADAP KUALITAS PELAYANAN ANGKUTAN LAUT DI PELABUHAN REGIONAL SANANA KAB.KEPULAUAN SULA, PROP. MALUKU UTARA

SOAMOLE, BUDIMAN and Susanto, Benidiktus (2013) ANALISIS PERSEPSI PENUMPANG TERHADAP KUALITAS PELAYANAN ANGKUTAN LAUT DI PELABUHAN REGIONAL SANANA KAB.KEPULAUAN SULA, PROP. MALUKU UTARA. Jurnal Teknik Sipil, 12 (3). pp. 202-209. ISSN 1411-660X

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Abstract

This study aims to determine the quality of ocean freight services based on the perception of service users. Quality of service is a service that assessed Sanana Regional Ports and KM passenger ship service. Intimate Lotus, KM. Theodora, and KM. Mary. The analysis was done by calculating Importance Performance Analysis (IPA) and customersatisfaction Index (CSI). The results obtained by the value of the average satisfaction index service users Sanana Regional Ports to 8 (eight) service factor of 54.74 persenmasuk quite satisfied criteria. Factors supporting facilities at the port waiting room and the factors ship schedule information entered criteria are not satisfied, and a top priority for the improved performance. The average satisfaction index passenger ship KM. Intimate Lotus entry criteria amounting to 53.98 percent somewhat satisfied, ship KM. Theodora by 55.10 percent qualify quite satisfied, and the ship KM. Our Lady of 67.10 percent satisfied entry criteria. Factors guarantee a place to sleep on board, luggage safety factor and the time factor comes departed the ship entry criteria are not satisfied, and a top priority for the improved performance.

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