The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

Aquatic Science & Management

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Field Value
 
Title The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia
 
Creator Pangemanan, Recky
Sitanggang, Effendi P.
Andaki, Jardie A.
 
Subject Coastal Management
importance performance analysis; customer satisfaction; port services; ocean fishing port of Bitung
 
Description Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.
 
Publisher Graduate Program of Sam Ratulangi University
 
Contributor Pelabuhan Perikanan Samudera, Bitung
 
Date 2016-04-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
field survey
 
Format application/pdf
 
Identifier https://ejournal.unsrat.ac.id/index.php/jasm/article/view/14400
10.35800/jasm.4.1.2016.14400
 
Source AQUATIC SCIENCE & MANAGEMENT; Vol 4, No 1 (2016): April; 11-16
2337-5000
2337-4403
 
Language eng
 
Relation https://ejournal.unsrat.ac.id/index.php/jasm/article/view/14400/13973
 
Coverage marine; coastal management


 

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