Strategi Peningkatan Pelayanan Pelabuhan Perikanan Nusantara Muara Angke Jakarta
Date
2021Author
Syahputri, Aulia Puspa Brilianti
Solihin, Iin
Purbayanto, Ari
Metadata
Show full item recordAbstract
Tingkat kepuasan diperlukan untuk mengetahui peningkatan pelayanan
Pelabuhan Perikanan Nusantara Muara Angke yang mengalami peningkatan kelas
menjadi Pelabuhan Perikanan Nusantara (PPN). Karena itu, pelayanan selayaknya
meningkat seiringan dengan peningkatan kelas pelabuhan. Penelitian ini bertujuan
untuk mengukur tingkat kepuasan nelayan terhadap Pelayanan Pelabuhan dan
merekomendasikan strategi peningkatan pelayanan PPN Muara Angke. Data
dikumpulkan melalui wawancara kepada nelayan dan pengelola pelabuhan dengan
instrumen kuesioner dan observasi lapangan terhadap pelayanan pelabuhan dan
kondisi pelabuhan perikanan. Analisis data dilakukan dengan metode analisis
kinerja kepentingan atau Importance Performance Analysis (IPA), analisis
matriks IE dan SWOT dan matriks QSPM. Tingkat kepuasan diukur dengan
menggunakan 30 atribut dari 5 dimensi kepuasan. Hasil penelitian
mengungkapkan bahwa atribut pelayanan pengukuran tingkat kepuasan sebesar
101,69% dengan prioritas utama sebanyak 8 atribut, atribut pertahankan prestasi 4
atribut, atribut dengan prioritas rendah 8 atribut, serta atribut yang dinilai
berlebihan sebanyak 10 atribut. Prioritas strategi yang dapat dipertimbangkan
dalam peningkatan pelayanan PPN Muara Angke adalah strategi pengembangan
produk. The satisfaction level of fishers is needed to determine the improvement of
services at Muara Angke Fishing Port, which has increased in the port class to
become Archipelagic Fishing Port. Accordingly, the service increase in along with
the increasing in the port class. This study aims to measure the satisfaction level
of fishers and to develop a service improvement strategy at Muara Angke Fishing
Port in addition, the recommendation strategy for improving the services of the
Muara Angke Fishing Port is formulated. Data were collected using interviews
with fishers and port managers with questionnaire instruments and field
observations of port services and fishing port conditions. The data were analyzed
using Importance Performance Analysis (IPA), IE and SWOT matrix analysis, ad
well as QSPM matrix. The Attributes used as many as 30 attributes from 5
dimensions of satisfaction to measure the level of satisfaction. The results of this
study show the service attributes measuring satisfaction level of 101.69% with 8
main priority attributes, attributes maintain achievements as many as 4 attributes,
attributes with low priority as many as 8 attributes, and attributes that are
overvalued as many as 10 attributes. The priority strategy that can be considered
is the product development strategy.