RINGKASAN

Okta Tri Nurhayatin. 26010311120013. Analisis Tingkat Kepuasan

Nelayan Terhadap Pelayanan Penyediaan Kebutuhan Melaut Di Pelabuhan
Perikanan Nusantara (PPN) Prigi Kabupaten Trenggalek Jawa Timur (Abdul
Kohar Mudzakir dan Bambang Argo Wibowo)

Salah satu bentuk pelayanan yang diberikan oleh pihak pelabuhan

perikanan kepada pengguna baik nelayan maupun stakeholder lainnya adalah
pelayanan kebutuhan. Kelangkaan kebutuhan es dan solar di PPN Prigi seringkali
terjadi. Sebagai pengguna fasilitas pelabuhan, nelayan sangat menginginkan
pelayanan yang optimal, sehingga setiap pelabuhan perikanan seharusnya dapat
memberikan pelayanan yang dibutuhkan oleh nelayan secara tepat, cepat dan
efisien.
Penelitian ini bertujuan untuk mengidentifikasi fasilitas pokok, fungsional,
dan penunjang yang ada di PPN Prigi, menganalisis tingkat kepuasan nelayan
terhadap pelayanan penyediaan kebutuhan perbekalan melaut, mengenalisis
tingkat prioritas pelayanan setiap atribut pelayanan terhadap kinerja pelayanan
penyediaan kebutuhan perbekalan melaut, menganalisis tingkat kesenjangan
tingkat kinerja dan tingkat kepentingan kebutuhan melaut.
Metode yang digunakan dalam penelitian ini menggunakan metode
deskriptif. Analisis yang digunakan menggunakan analisis tingkat kepuasan
pelanggan diantaranya Customer Satisfaction Indeks (CSI), Importance
Performance Analysis (IPA), dan analisis tingkat kesenjangan (Gap).
Hasil dari penelitian ini menunjukkan bahwa tingkat kepuasan nelayan
terhadap kebutuhan solar diperoleh sebesar 0,55 (55,21%) cukup puas, kebutuhan
air bersih diperoleh sebesar 0,73 (73,9%) puas, kebutuhan es sebesar 0,62 (62,3%)
puas, semakin mendekati 100% maka pelayanan yang diberikan penyedia
pelayanan kepada nelayan semakin baik. Tingkat kesenjangan terbesar terhadap
kebutuhan solar 1,80 (pengetahuan petugas dalam menangani pembayaran),
kesenjangan terkecil (-2,13) (harga solar). Tingkat kesenjangan terhadap
kebutuhan air bersih terbesar 2,40 (kapasitas fasilitas produksi), terkecil (-0,93)
(ketersediaan air bersih, dan sistem penerimaan keluhan). Tingkat kesenjangan
kebutuhan es terbesar 0,23 (pengaruh keberadaan agen dan terkecil (-2,63)
(ketersediaan jumlah es).

Kata kunci : PPN Prigi, Customer Satisfaction Indeks, Importance Performance

Analys

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 SUMMARY

Okta Tri Nurhayatin. 26010311120013. Analysis Fisherman Satisfaction Level

of Availability fishing Supplies in Archipelagic Fishing Port (AFP) Prigi Regency
Trenggalek East Java (Abdul Kohar Mudzakir dan Bambang Argo Wibowo)

A kaind of service provided by the fishing port to the user either fishermen
or other stakeholders is the service needs. The scarcity of ice and diesel needs in
AFT Prigi often occur. As a user of the port facilities, the fishermen are very
optimal service wants, so that each fishing port should be able to provide the
services required by the fishermen precisely, quickly and efficiently.
This research aims to identify the basic amenities, functional, and
supporting existing in AFT Prigi, analyzing satisfaction rate of fishermen against
provision of the supply needs of quilon, mengenalisis priority levels service every
attribute service of performance of service provision needs supplies to sea level,
analyzing gaps in performance levels and the importance of the needs of the sea.
The methods used in this study using a descriptive method. The analysis
uses the analysis of level of satisfaction of customers including Customer
Satisfaction Index (CSI), Importance Performance Analysis (IPA), and analysis of
the level of disparity (Gap).
The results of this research show that the level of satisfaction of the
fisherman to the needs of solar acquired for 55,21 (0.55%) quite satisfied, needs
clean water obtained amounted to 0.73 (73,9%) are satisfied, the ice needs of 0.62
(62.3%) are satisfied, getting closer to 100% then the given service provider
services to fishermen the better. The biggest gap level to the needs of solar 1.80
(knowledge of officers in handling payment), the smallest gap (-2.13) (solar). The
level of the gap to the needs of the largest clean water 2.40 (capacity production
facilities), the smallest (-0.93) (the availability of clean water, and the acceptance
of complaints). The largest ice needs gap level 0.23 (influence of the existence of
the agent and the smallest (-2.63) (availability the amount of ice).

Keywords : AFP Prigi, Customer Satisfaction Indeks, Importance Performance

Analysis

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One form of service provided by the fishing port to the user either fishermen or
other stakeholders are inventory needs. The form of the Ministry of which food,
clean water, fuel, salt, and ice, needed by the fishermen with the operating time
the arrest of more than one day. The scarcity of ice and diesel needs in the fishing
port of Nusantara Prigi often occur. As a user of the port facilities, the fishermen
are very optimal service wants, so that each fishing port should be able to provide
the services required by the fishermen precisely, quickly and efficiently. This
research aims to identify the basic amenities, functional, and supporting existing
in the fishing port of Nusantara Prigi and analyze the level of satisfaction of
fishermen against provision of the supply needs of sea ice needs, including clean
water, and ice in VAT Prigi. The methods used in this study using a descriptive
method. The analysis uses the analysis of level of satisfaction of customers
including Customer Satisfaction Index (CSI), importance and performance (IPA),
and analysis of the gap (Gap). The results of this research show that the level of
satisfaction of the fisherman to the needs of solar acquired for 55,21 (0.55%) is
quite satisfied, needs clean water obtained amounted to 0.73 (73,9%) are
satisfied, the ice needs of 0,62 (62.3%) are satisfied. The biggest gap level to the
needs of solar 1.80 (knowledge of officers in handling payment), the smallest gap
(-2,13) (solar). The rate gap against the largest clean water needs of 2.40 (capacity
production facilities), the smallest (-0.93) (the availability of clean water, and the
acceptance of complaints). The level of the largest ice needs gap 0.23 (influence

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of the existence of the agent and the smallest (-2.63) (availability the amount of
ice).

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