Strategi Peningkatan Pelayanan Pelabuhan Perikanan Nusantara Muara Angke Jakarta

Abstract

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.