ANALISIS PENINGKATAN KUALITAS PELAYANAN BONGKAR MUAT BARANG DI PELABUHAN PROBOLINGGO (Studi Kasus PT Delta Arta Bahari Nusantara Cabang Probolinggo)

  • Ardhian Trilaksono Institut Teknologi Adhi Tama Surabaya
  • Indung Sudarso Institut Teknologi Adhi Tama Surabaya

Abstract

PT Delta Arta Bahari Nusantara is a regional-owned company owned by the East Java region as a loading and unloading operator for the Probolinggo port trying to improve port operation services, one of the efforts that has been made is building port facilities. There is an increase in loading and unloading activities of superior commodities, it is necessary to increase the quality. Efforts to maintain service quality of a company must analyze and serve data and information accordingly from data and measurements, in this case, product suitability and customer satisfaction levels. The purpose of this research is to measure the service quality of PT Delta Arta Bahari Nusantara uses 5 service quality dimensions, the measurement results (gap) between customer perceptions and expectations are evaluated by the Quality Function Deployment (QFD) method. Furthermore, based on the policy (gap) and QFD, strategies are formulated that must be carried out. The results of the analysis showed that all dimensions resulted in a satisfaction level of "less satisfied" (Gap value between -1.5 to -2.25) which means that in all dimensions of satisfaction, customer service ratings provided by PT Delta Arta Bahari Nusantara is not satisfied with meeting expectations. There are 5 indicators that require immediate improvement. Indicators that require the main priority for improvement are the condition and capacity of the dumping yard as well as the facilities and infrastructure, the layout of the stacking field facilities. Recommendations that can be given by the management are evaluating the maximum capacity with the number of storage for goods to determine the addition of the storage area, making improvements to the layout of the facilities and completing if there are lack of public facilities

Author Biographies

Ardhian Trilaksono, Institut Teknologi Adhi Tama Surabaya

Magister Teknik Industri, Fakultas Teknologi Industri, Institut Teknologi Adhi Tama Surabaya

Indung Sudarso, Institut Teknologi Adhi Tama Surabaya

Magister Teknik Industri, Fakultas Teknologi Industri, Institut Teknologi Adhi Tama Surabaya

References

Asnawi, Anita. 2017. “Servqual Model Terhadap Kepuasan Pelanggan Pada Jasa Bongkar Muat Dan EMKL.” Jurnal Ilmiah Administrasi Bisnis Dan Inovasi 1(1):1–13.
Dephub. 2020. “Sejarah Pelabuhan Probolinggo.” KSO Probolinggo. Retrieved (http://dephub.go.id/org/ksopprobolinggo/sejarah).
Elvan, Sri Ayu, and Septo Hindiantoro. 2019. “Upaya Meningkatkan Kepuasan Pengguna Jasa Terhadap Pelayanan Keagenan PT . Pelayaran Ekanuri Indra Pratama Di Tanjung Priok Jakarta.” Urnal Sains Teknologi Transportasi Maritim I(1):37–45.
Gultom, Elfrida. 2017. “Pelabuhan Indonesia Sebagai Penyumbang Devisa Negara Dalam Perspektif Hukum Bisnis.” Kanun Jurnal Ilmu Hukum 19(3):419–44.
Kotler, Philip, and Kevin Lane Keller. 2012. Manajemen Pemasaran. 12th ed. Jakarta: Erlangga.
Lasse, D. A. 2014. Manajemen Pelabuhan. Jakarta: Raja Grafindo Persada.
Malisan, Johny. 2017. “Analisis Tingkat Pelayanan Terminal Penumpang Pelabuhan Balikpapan.” Jurnal Penelitian Transportasi Laut 19(1):76–87.
Prasmoro, Alloysius Vendhi, Chusnul Chotimah, and Denny Siregar. 2020. “Analisis Perbaikan Kualitas Pelayanan Menggunakan Metode Quality Function Deployment (Studi Kasus Cafe XYZ Rawalumbu).” Journal of Industrial and Engineering System (JIES) 1(2):89–100.
Raekhan, M. Rum, Ludfi Djakfar, and Alwafi Pujiraharjo. 2017. “Evaluasi Kinerja Bongkar Muat Di Pelabuhan Umum Gresik.” Jurnal Transportasi 17(2):133–44.
Saffan, Dafazal, Bambang Syairudin, and Fuad Achmadi. 2018. “Analisis Kepuasan Pelayanan Dan Loyalitas Pelanggan Dengan Menggunakan Metode Servqual, IPA, Dan QFD Di Terminal Teluk Lamong.” Business and Finance Journal 3(1):1–6.
Saputri, Debby Weviditya, Azis Nur Bambang, and Sulistiyani dyah Pramitasari. 2014. “Analisis Kualitas Pelayanan Pelabuhan Perikanan Pantai (PPP) Morodemak, Kabupaten Demak.” Journal of Fisheries Resources Utilization Management and Technology 3(3):65–73.
Subhan, Ali. 2018. “Analisis Dimensi Kualitas Pelayanan Pada Perusahaan Jasa Pelabuhan Curah Pt. Krakatau Bandar Samudera Cilegon Menggunakan Metoda Servqual.” Jurnal Media Teknik Dan Sistem Industri 2(2):20.
Ulpa, Dwiki Yosinta, Rizani Teguh, and Dicky Pratama. 2021. “Analisis Kualitas Pelayanan Aplikasi Lazada Berbasis Mobile Dengan Metode Servqual.” JTSI 2(1):38–48.
Wijaya, Tony. 2018. Manajemen Kualitas Jasa Desain Servqual QFD Dan Kano. Edisi Kedu. jakarta: Indeks Jakarta.
Published
2021-05-30
How to Cite
TRILAKSONO, Ardhian; SUDARSO, Indung. ANALISIS PENINGKATAN KUALITAS PELAYANAN BONGKAR MUAT BARANG DI PELABUHAN PROBOLINGGO (Studi Kasus PT Delta Arta Bahari Nusantara Cabang Probolinggo). JURNAL REKAYASA SISTEM INDUSTRI, [S.l.], v. 6, n. 2, p. 95-100, may 2021. ISSN 2621-1262. Available at: <http://ejournal.upbatam.ac.id/index.php/rsi/article/view/3678>. Date accessed: 19 sep. 2021. doi: https://doi.org/10.33884/jrsi.v6i2.3678.
Section
Articles

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.