Studi Tingkat Layanan Pelayaran Rakyat : Studi Kasus Pelabuhan Rakyat Kalimas

Yudistiro, Bagus (2016) Studi Tingkat Layanan Pelayaran Rakyat : Studi Kasus Pelabuhan Rakyat Kalimas. Undergraduate thesis, Institut Teknologi Sepuluh Nopember Surabaya.

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Abstract

Terminal Kalimas merupakan pelabuhan yang digunakan oleh Pelayaran Niaga dan Pelayaran Rakyat. Peran pelayaran rakyat dalam menghubungkan wilayah-wilayah khususnya wilayah terpencil sangat penting. Perusahaan Pelayaran Rakyat sangat berpengaruh dan cukup penting bagi perusahaan industri, pabrik, maupun toko. Para pelanggan umumnya memiliki tingkat ekonomi kelas menengah ke bawah. Agar layanan dan kinerja meningkat maka perlu dibenahi beberapa hal yang meskipun terlihat kecil namun sangat berpengaruh pada Perusahaan Pelayaran Rakyat, Ekspedisi Muatan Kapal Laut dan pelanggan. Tugas Akhir ini bertujuan untuk mengetahui seberapa besar peran dan kinerja logistik serta nilai dari pengukuran kinerja pada pelayaran rakyat. Nilai dari pengukuran kinerja terlihat dari kesesuaian antara tingkat kepentingan atribut pelayanan menurut pelanggan dengan tingkat kinerja kualitas pelayanan dan seberapa besar kinerja logistik yang ditangani Pelayaran Rakyat serta memberikan rekomendasi perbaikan alternatif. Metode yang digunakan adalah metode IPA dan CSI yang diolah dengan software Microsoft Excel for windows. Kuisioner yang disebar berjumlah 30 responden. Hasil pengolahan data dengan metode CSI(Customer Satisfaction Index) didapatkan rata-rata tingkat kepuasan. Hasil dari metode tersebut secara keseluruhan pelanggan merasa puas terhadap kinerja pelayanan jasa Perusahaan Pelayaran Rakyat PT.Hartini bagian Ekspedisi Muatan Kapal Laut ============================================================================================ Kalimas Terminal is port when used by Commerce Shipping and Traditional Shipping. The role of traditional shipping inside connecting the region especially isolated area is very important. Traditional Shipping Company is very influence and very important for industrial company, manufacturing, and store. Customers usually have the middle to low class of economic level. To increase service and performance it is necessary to fix some several things when it look small however very influential for Traditional Shipping Company, Ships Freight Forwarding, and customer. This Final Project intend to find how big the role, logistics performance, and value of performance measurement for traditional shipping. The value of performance measurement seen from conformity between importance rate of service attribute according to customers with level of quality performance service and how big logistics performance handled by Traditional Shipping and give recommendations for improvement alternatives. Methods used is IPA method and CSI processed with software Microsoft Excel for windows. Questionnaire distributed in 30 respondents. Processing results data with CSI(Customer Satisfaction Index) method available evenly level of satisfaction. Result of that method overall, customers satified about the performance of services of Traditional Shipping Company, PT Hartini division Ships Freight Forwarding.

Item Type: Thesis (Undergraduate)
Additional Information: RSPe 627.2 Yud s
Uncontrolled Keywords: Peran Pelayaran Rakyat, Kinerja, Perusahaan Pelayaran Rakyat, Ekspedisi Muatan Kapal Laut, CSI(Customer Satisfaction Index),Pelayanan, Pelanggan
Subjects: H Social Sciences > HE Transportation and Communications > HE564.A1 Shipping
T Technology > TC Hydraulic engineering. Ocean engineering > TC357 Harbor Engineering. Piers, quays, and wharves
Divisions: Faculty of Marine Technology (MARTECH) > Marine Engineering > 36202-(S1) Undergraduate Thesis
Depositing User: EKO BUDI RAHARJO
Date Deposited: 10 Jul 2020 00:57
Last Modified: 10 Jul 2020 01:02
URI: https://repository.its.ac.id/id/eprint/76346

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