KINERJA DAN PELAYANAN OPERASIONAL PELABUHAN PENUMPANG TENAU

John H. Frans, Rosmiyati A. Bella, Benny T. Siahaan

Abstract


Evaluasi kinerja dan pelayanan operasional di pelabuhan penumpang Tenau Kupang dilakukan pada terminal penumpang untuk mengetahui kualitas pelayanan yang diberikan oleh pengelola pelabuhan berdasarkan persepsi penumpang dan juga dilihat dari Peraturan Menteri Perhubungan Republik Indonesia Nomor PM 37 Tahun 2015 tentang Standar Pelayanan Minimum Penumpang Angkutan Laut. Kinerja terminal berdasarkan persepsi pengguna jasa terminal diperoleh dari hasil kuisioner dengan skala Likert menggunakan metode Importance Performance Analysis (IPA). Dari hasil analisa IPA, wawancara dilakukan dengan pihak pengelola pelabuhan Tenau menggunakan metode Strength Weakness Opportunities Threats (SWOT) dan hasilnya dianalisis untuk strategi penyelesaian masalah. Hasil analisis pelayanan diketahui bahwa terminal penumpang Tenau masih belum sesuai dengan standar pelayanan minimum penumpang angkutan laut yang ditetapkan. Berdasarkan hasil penelitian diperoleh nilai indeks kepentingan dan kepuasan rata-rata pengguna jasa terhadap 42 indikator faktor pelayanan sebesar 3,01 persen dan 4,32 persen. Kemudian dari hasil penelitian ini, ada 10 faktor pelayanan yang perlu mendapat perhatian  menurut persepsi penumpang. Hasil wawancara kemudian dimasukan dalam matriks kuadran SWOT dengan strategi SO (Strengths – Opportunities), yaitu memanfaatkan lokasi pelabuhan Tenau yang strategis dalam rangka meningkatkan pertumbuhan ekonomi di wilayah NTT.

Performance evaluation and operational services at Tenau Passenger Port Kupangare conducted at the passenger terminal to determine the quality of services provided by the port management based on passenger perception and also seen from the Minister of Transportation Regulation Number 37 Year 2015 on Minimum Passenger Service Standard of Sea TransportTerminal performance based on terminal service user's perception is obtained from questionnaire with Likert scale using Importance Performance Analysis (IPA) method. From the IPA analysis results, the interviews were conducted with Tenau port management using the Strength Weakness Opportunities Threats (SWOT) method and the results were analyzed for the problem solving strategy. From the result of service analysis it is known that the Tenau passenger terminal is still not in accordance with the minimum service standards of sea transport passengers. Based on the research results obtained value of interest index and satisfaction of average service user to 42 indicators of service factor equal to 3,01 percent and 4,32 percent. Then from the results of this study, there are 10 service factors that need to get attention according to the perception of passengers. The interview results are then included in the SWOT quadrant matrix with the SO (Strengths - Opportunities) strategy, utilizing the strategic location of Tenau harbor in order to improve economic growth in the NTT region.


Keywords


Terminal Penumpang Pelabuhan; Penumpang; Importance Performance Analysis; SWOT; Port Passenger Terminal: Passenger, Importance Performance Analysis; SWOT

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