ANALISIS KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) DI PELABUHAN AJIBATA

NAINGGOLAN, REBEKKA OKTAVIA (2021) ANALISIS KEPUASAN PELANGGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) DI PELABUHAN AJIBATA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the performance level of the Ajibata Ferry Port which connects Ajibata with Tomok in Samosir Regency to go to Tomok port, Samosir. The method used is the method of Service Quality (servqual), and Importance Performance Analysis (IPA). Based on the results of the study using the Servqual method, it was found that the service quality attribute in the questionnaire had a negative gap value, namely the dimension of GAP -0.1151, Responsiveness (Responsiveness) had GAP -0.0238, Assurance (Guarantee) had GAP -0.1587, Empathy ( Empathy) has a GAP of -0.2452, Tangible (Physical Form) GAP of -0.4679 where the average value is negative. The IPA method shows that there are three attributes with high importance and low performance values. quality improvements that must be carried out such as maximizing service in the waiting room to meet customer needs, providing adequate seating facilities, with the number of seats that suit the needs, and expanding the room for the waiting room before the arrival of the ship. Equipping facilities at the port such as bathrooms/toilets, Equipping facilities at the port such as CCTV so that consumers can feel safe while at the port. Key words : Servqual dimension, service quality, IPA Penelitian ini bertujuan untuk menganalisis tingkat kinerja Pelabuhan Penyeberangan Ajibata yang menghubungkan Ajibata dengan Tomok di Kabupaten Samosir untuk menuju ke pelabuhan Tomok, Samosir. Metode yang digunakan adalah metode Service Quality (servqual), dan Importance Performance Analysis (IPA). Berdasarkan hasil penelitian menggunakan metode Servqual didapat bahwa atribut kualitas layanan dalam kuesioner memiliki nilai gap negatif yaitu dimensi GAP -0,1151, Responsiveness (Daya Tanggap) memiliki GAP -0,0238, Assurance (Jaminan) memiliki GAP -0,1587, Empathy (Empati) memiliki GAP -0,2452, Tangible (Bentuk Fisik) GAP -0,4679 dimana nilai rata-ratanya negatif. Dalam metode IPA menunjukkan ada tiga atribut dengan tingkat kepentingan tinggi dan nilai kinerja yang rendah. peningkatan kualitas yang harus dilakukan seperti Memaksimalkan pelayanan di ruang tunggu untuk memenuhi kebutuhan pelanggan, menyediakan sarana tempat duduk yang memadai, dengan jumlah kursi yang sesuai dengan kebutuhan, serta memperluas ruangan untuk ruang tunggu sebelum kedatangan kapal. Memperlengkapi Fasilitas-fasilitas di pelabuhan seperti Kamar mandi/toilet, Memperlengkapi Fasilitas-fasilitas di pelabuhan seperti CCTV agar konsumen dapat merasa aman saat berada di pelabuhan. Kata kunci : Dimensi Servqual, kualitas pelayanan, IPA

Item Type: Thesis (S1)
NIM/NIDN Creators: 41617010006
Uncontrolled Keywords: Dimensi Servqual, kualitas pelayanan, IPA
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni > 700.41 Arts Displaying Specific Qualities of Style, Mood, Viewpoint/Seni Menampilkan Kualitas Gaya Tertentu, Suasana Hati, Sudut Pandang
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: ELMO ALHAFIIDH PUTRATAMA
Date Deposited: 02 Oct 2023 08:37
Last Modified: 02 Oct 2023 08:37
URI: http://repository.mercubuana.ac.id/id/eprint/81775

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