ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP PELAYANAN PT ASDP INDONESIA FERRY (KMP. IHAN BATAK) DIKAWASAN DANAU TOBA

SIADARI, FIKRI MARSANGAP TUA (2021) ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP PELAYANAN PT ASDP INDONESIA FERRY (KMP. IHAN BATAK) DIKAWASAN DANAU TOBA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

PT. ASDP Indonesia Ferry is a state-owned company engaged in sea transportation. Since 2019 ASDP through the KMP.Ihan Batak fleet has officially operated in the Lake Toba area with the Ajibata-Ambarita Port route and vice versa. Because the ship's activities are getting attention from the public, it is necessary to evaluate how the Company's performance towards the satisfaction of ship passengers.This study uses a field survey method by making direct observations at KMP.Ihan Batak and comparing it with the Minimum Service Standards (SPM) from the Regulation of the Minister of Transportation no. PM 69 of 2019. Which then compiled a questionnaire based on the existing SPM then distributed questionnaires to ship service users about how the performance and Satisfaction Level of service users. The results of the evaluation using the Importance Performance Analysis (IPA) method as well as data processing show that the company's performance level reaches a score of 4.13 out of the highest score of 5, which indicates that the company's performance is classified as very good. And the level of passenger satisfaction reached a score of 4.22 from the highest score of 5, which indicates that the level of user satisfaction is classified as Very Satisfied. Keywords: SPM, ASDP, Ship, Passenger Satisfaction. PT. ASDP Indonesia Ferry merupakan sebuah perusahaan milik negara yang bergerak dibidang transportasi Laut. Sejak 2019 ASDP melalui armada kapal KMP.Ihan Batak resmi beroperasi di Kawasan Danau Toba dengan rute Pelabuhan Ajibata-Ambarita dan sebaliknya. Oleh karena aktivitas kapal yang mendapat perhatian dari masyarakat maka perlu untuk di evaluasi bagaimana kinerja Perusahaan terhadap kepuasan penumpang kapal. Penelitian ini menggunakan metode survey lapangan dengan melakukan pengamatan langsung di KMP.Ihan Batak dan membandingkannya dengan Standar Pelayanan Minimum (SPM) dari peraturan Menteri Perhubungan No. PM 69 Tahun 2019. Yang kemudian di susun kuesioner berdasarkan SPM yang ada kemudian dilakukan penyebaran kuesioner terhadap para pengguna jasa Kapal tentang bagaimana kinerja dan Tingkat Kepuasan para pengguna jasa. Hasil evaluasi dengan menggunakan metode Importance Performance Analisys (IPA) serta pengolahan data menunjukkan bahwa tingkat Kinerja perusahaan mencapai skor4,13 dari skor tertinggi 5, yang mana ini menunjukkan bahwa kinerja Perusahaan tergolong Sangat Baik. Dan tingkat kepuasan penumpang mencapai skor 4,22 dari skor tertinggi 5, yang mana menunjukkan bahwa tingkat kepuasan penggunaadalahtergolong Sangat Puas. Kata Kunci : SPM, ASDP , Kapal Ferry, Kepuasan Penumpang.

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