PENINGKATAN KUALITAS LAYANAN KEPADA PELANGGAN DI TERMINAL PENUMPANG PELABUHAN TANJUNG PERAK SURABAYA

To be able to retain its customer, PT Pelindo III Tanjung Perak Surabaya must serve and fulfill what is desired by prospective passengers so that they can maintain the loyalty of passengers who use the services. In this observation, there are 6 criterias that have servqual value below the average va...

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Main Authors: Ni Luh Putu Hariastuti, Dwi Rifki Ardiansyah
Format: Article
Language:English
Published: Muhammadiyah University Press 2016-02-01
Series:Jurnal Ilmiah Teknik Industri
Subjects:
Online Access:http://journals.ums.ac.id/index.php/jiti/article/view/645/390
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spelling doaj-8f3d0cf82fc74199bc60ec52f6b9aea02020-11-25T01:32:25ZengMuhammadiyah University PressJurnal Ilmiah Teknik Industri1412-68692460-40382016-02-01122192200PENINGKATAN KUALITAS LAYANAN KEPADA PELANGGAN DI TERMINAL PENUMPANG PELABUHAN TANJUNG PERAK SURABAYANi Luh Putu Hariastuti0Dwi Rifki Ardiansyah1 Jurusan Teknik Industri, Institut Teknologi Adhi Tama Surabaya Jurusan Teknik Industri, Institut Teknologi Adhi Tama SurabayaTo be able to retain its customer, PT Pelindo III Tanjung Perak Surabaya must serve and fulfill what is desired by prospective passengers so that they can maintain the loyalty of passengers who use the services. In this observation, there are 6 criterias that have servqual value below the average values (-0.03746). The first criteria is, the capacity of the waiting room (seats) is adequate (-0.16206), comfortable waiting room (-0.1500), security of luggage passengers (-0.08232), hygiene at Tanjung Perak harbor (-0.06160), giving attention to the grievances of passengers (-0.05896), and management responsiveness to complaints of passengers (-0.05040). This indicates that the port services are still not able to fulfill customer expectations. Method to solve this problem is using the TRIZ method. Results obtained from the analysis using TRIZ,that acquired 4 solutions given to the manager. The 4 solutions are division of task should be differentiated according to the places that exist in the passenger terminal, the process of measuring the quality of services they provide in a regularly and periodically, changes in physical conditions, especially the addition of a s eat and air conditioning (central) or fan.http://journals.ums.ac.id/index.php/jiti/article/view/645/390Customer SatisfactionSERVQUALService QualitySERVQUAL
collection DOAJ
language English
format Article
sources DOAJ
author Ni Luh Putu Hariastuti
Dwi Rifki Ardiansyah
spellingShingle Ni Luh Putu Hariastuti
Dwi Rifki Ardiansyah
PENINGKATAN KUALITAS LAYANAN KEPADA PELANGGAN DI TERMINAL PENUMPANG PELABUHAN TANJUNG PERAK SURABAYA
Jurnal Ilmiah Teknik Industri
Customer Satisfaction
SERVQUAL
Service Quality
SERVQUAL
author_facet Ni Luh Putu Hariastuti
Dwi Rifki Ardiansyah
author_sort Ni Luh Putu Hariastuti
title PENINGKATAN KUALITAS LAYANAN KEPADA PELANGGAN DI TERMINAL PENUMPANG PELABUHAN TANJUNG PERAK SURABAYA
title_short PENINGKATAN KUALITAS LAYANAN KEPADA PELANGGAN DI TERMINAL PENUMPANG PELABUHAN TANJUNG PERAK SURABAYA
title_full PENINGKATAN KUALITAS LAYANAN KEPADA PELANGGAN DI TERMINAL PENUMPANG PELABUHAN TANJUNG PERAK SURABAYA
title_fullStr PENINGKATAN KUALITAS LAYANAN KEPADA PELANGGAN DI TERMINAL PENUMPANG PELABUHAN TANJUNG PERAK SURABAYA
title_full_unstemmed PENINGKATAN KUALITAS LAYANAN KEPADA PELANGGAN DI TERMINAL PENUMPANG PELABUHAN TANJUNG PERAK SURABAYA
title_sort peningkatan kualitas layanan kepada pelanggan di terminal penumpang pelabuhan tanjung perak surabaya
publisher Muhammadiyah University Press
series Jurnal Ilmiah Teknik Industri
issn 1412-6869
2460-4038
publishDate 2016-02-01
description To be able to retain its customer, PT Pelindo III Tanjung Perak Surabaya must serve and fulfill what is desired by prospective passengers so that they can maintain the loyalty of passengers who use the services. In this observation, there are 6 criterias that have servqual value below the average values (-0.03746). The first criteria is, the capacity of the waiting room (seats) is adequate (-0.16206), comfortable waiting room (-0.1500), security of luggage passengers (-0.08232), hygiene at Tanjung Perak harbor (-0.06160), giving attention to the grievances of passengers (-0.05896), and management responsiveness to complaints of passengers (-0.05040). This indicates that the port services are still not able to fulfill customer expectations. Method to solve this problem is using the TRIZ method. Results obtained from the analysis using TRIZ,that acquired 4 solutions given to the manager. The 4 solutions are division of task should be differentiated according to the places that exist in the passenger terminal, the process of measuring the quality of services they provide in a regularly and periodically, changes in physical conditions, especially the addition of a s eat and air conditioning (central) or fan.
topic Customer Satisfaction
SERVQUAL
Service Quality
SERVQUAL
url http://journals.ums.ac.id/index.php/jiti/article/view/645/390
work_keys_str_mv AT niluhputuhariastuti peningkatankualitaslayanankepadapelangganditerminalpenumpangpelabuhantanjungperaksurabaya
AT dwirifkiardiansyah peningkatankualitaslayanankepadapelangganditerminalpenumpangpelabuhantanjungperaksurabaya
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