ANALISIS TINGKAT PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA TRANSPORTASI LAUT TUJUAN MANADO-TALAUD DI PELABUHAN MANADO

Abstract

KM. Barcelona 3 and KM. Glory Mary is a sea transportation that serves the Manado-Talaud
route at the Port of Manado. This study aims to determine the level of service to the satisfaction
of users of Manado-Talaud sea transportation services at the Port of Manado. The analytical
method used is the Importance Performance Analysis method. This method is used to see the
level of sea transportation services to Manado-Talaud destination at Manado Port. The
variables in this study are tangibles, reliability, responsiveness, assurance and empathy. The
research data collection was carried out by distributing questionnaires to 272 respondents and data processing using SPSS. The results of this study indicate that overall the services provided
by sea transportation to Manado-Talaud at Manado port are satisfactory. service indicators that
must be improved are the tangibles dimension (physical evidence) is the availability of CCTV,
the reliability dimension is the ability of officers to provide services properly and quickly, the
responsiveness dimension is the quick response when receiving complaints from passengers, the
dimension assurance (guarantee) is the timeliness of departure and arrival of the ship and the
dimension of empathy (attention) is information on smoking prohibition.