BAB I

PENDAHULUAN
 Rumusan Masalah

Bagaimana kinerja pelayanan kapal cepat rute ( Kendari – Raha )?

Apa saja indikator pelayanan yang harus di tingkatkan agar

pelayanan pelabuhan kapal cepat rute ( Kendari – Raha ) lebih
baik?

Tujuan Penelitian

Untuk mengetahui kinerja pelayanan kapal cepat rute ( Kendari – Raha ).

Untuk mengetahui indikator pelayanan yang harus di tingkatkan agar

pelayanan pelabuhan kapal cepat rute ( Kendari – Raha ) lebih baik.

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 Manfaat Penelitian

Penelitian tingkat kepuasan penumpang terhadap kualitas pelayanan

Pelabuhan Nusantara Kendari merupakan bagian dari perencanaan
transportasi, terutama sistem angkutan barang dan jasa. Hasil dari
penelitian ini diharapkan dapat menjadi bahan pertimbangan bagi
perusahaan dalam hal perumusan kebijakan pelayanan terhadap
konsumen maupun pengembangan Pelabuhan Nusantara Kendari
baik sarana maupun prasarana seperti penyempurnaan fasilitas yang
dimiliki oleh Pelabuhan Nusantara Kendari dan pelayanan terhadap
konsumen lebih ditingkatkan untuk masa yang akan datang, sehingga
Batasa Masalah akan dapat menambah jumlah pelanggan pada Pelabuhan Nusantara
Kendari.

Lokasi penelitian atau wilayah studi dan pengambilan data hanya pada
lingkup pelabuhan nusantara kendari.

Kepuasan yang dimaksud pada studi ini adalah mengenai kepuasan

terhadap tingkat pelayanan pelabuhan terhadap pengguna jasa.
BAB II
LANDASAN TEORI
 
Tingkat Pelayanan
Menurut Kamus Bahasa Indonesia, kualitas berarti
tingkat baik buruknya sesuatu, derajat atau taraf
kepandaian, kecakapan atau mutu. Pengertian
kualitas menurut Tjiptono (1995) adalah kesesuaian
dengan persyaratan, kecocokan untuk pemakaian,
perbaikan berkelanjutan, bebas dari kerusakan atau
cacat, pemenuhan kebutuhan pelanggan sejak awal
dan setiap saat, melakukan segala sesuatu secara
benar, dan sesuatu yang bisa membahagiakan
pelanggan.
 Atribut Pelayanan
Jasa Transportasi
waktu yang indikatornya terdiri dari waktu perjalanan total,
keandalan (variasi waktu perjalanan), waktu perpindahan
(transfer), frekuensi perjalanan dan jadwal perjalanan,
biaya yang indikatornya terdiri dari biaya transportasi langsung
seperti tarif dan biaya bahan bakar, biaya transportasi tidak
langsung seperti biaya pemeliharaan dan asuransi,
keselamatan dan keamanan yang indikatornya terdiri dari
kemungkinan terjadinya kecelakaan dan perasaan aman,
kesenangan dan kenyamanan pengguna jasa yang indikatornya
terdiri dari jarak perjalanan, kenyamanan fisik (suhu,
kebersihan), kesenangan perjalanan (penanganan bagasi,
ticketing, pelayanan makan dan minum, kesenangan lainnya
seperti adanya hiburan musik),
pelayanan ekspedisi berupa adanya asuransi kerugian dan hak
pengiriman kembali.
Kualitas
Pelayanan
WJS Poerwadarminta,1985) pelayanan adalah menyediakan
segala apa yang diperlukan orang lain seperti tamu atau pembeli.
Oleh karena itu, bagi penyedia jasa kepelabuhanan hal yang
penting adalah menyediakan sarana dan prasarana pelabuhan
yang dapat melayani dan memperlancar arus penumpang yang
masuk dan keluar pelabuhan. Tidak hanya pemberian pelayanan
dari sisi penyediaan sarana dan prasarana saja melainkan juga
bagaimana aspek manajemen mampu mengelola pemberian
pelayanan yang mengakibatkan tingginya tingkat kepercayaan
konsumen.
Standar
Pelayanan
Kualitas pelayanan adalah segala bentuk aktivitas yang dilakukan oleh
penyedia jasa untuk memenuhi keinginan konsumen terhadap jasa layanan
yang diberikan. Pelayanan dalam hal ini diartikan sebagai jasa yang
diberikan oleh penyedia dalam bentuk kemudahan, kecepatan, hubungan,
kemampuan dan keramahtamahan yang ditujukan melalui sikap dan sifat
dalam memberikan pelayanan untuk kepuasan konsumen. Pada umumnya
pelayanan yang bertaraf tinggi akan menghasilkan kepuasan yang tinggi
dan memungkinkan untuk memanfaatkan jasa yang berulang-ulang.
Teori Pelayanan
Publik
Pengertian pelayanan publik perlu adanya
telaah secara konseptual oleh para ahli, perlu
dibahas kata demi kata. Menurut Kotler
dalam Sinambela (2008), pelayanan adalah
setiap kegiatan yang menguntungkan dalam
suatu kumpulan atau kesatuam dan
menawarkan kepuasan meskipun hasilnya
tidak terikat pada suatu produk secara fisik.
Sedangkan Sampara dalam Sinambela
(2008) berpendapat pelayanan adalah suatu
kegiatan atau urutan kegiatan yang terjadi
dalam interaksi langsung antar seseorang
dengan orang lain atau mesin secara fisik
dan menyediakan kepuasan pelanggan.
Adapun indikator-indikator yang dapat
menunjang keberhasilan pelayanan publik,
antara lain yang dikemukakan oleh
Fitzsimmons dalam Sinambela (2008) adalah:
Reliability: pemberian pelayanan dengan tepat
dan benar.
Tangibles: penyedia yang memadai, sumber
daya manusia dan sumber daya lainnya.
Responsiviness: keinginan melayani
konsumen dengan cepat.
Assurance: tingkat perhatian terhadap etika
dan moral dalam memberikan pelayanan.
Empathy: tingkat kemampuan untuk
mengetahui keinginan dan kebutuhan
konsumen
 •Menurut Hardiyansyah (2011) menyatakan
setiap penyelenggaraan pelayan, sebagai
jaminan adanya kepastian bagi pemberi didalam
pelaksanaan tugas dan fungsinya dan bagi
penerima pelayanan dalam proses pengajuan
Standar permohonannya dan standar pelayanan
merupakan ukuran yang dibakukan dalam

Pelayanan penyelenggaraan pelayanan publik sebagai

pedoman yang wajib ditaati dan dilaksanakan
oleh penyelenggara pelayanan, dan menjadi
Publik pedoman bagi penerima pelayanan dalam proses
pengajuan permohonan, serta sebagai alat
kontrol masyarakat dan/atau penerima layanan
atas kinerja penyelenggara pelayanan.
Dalam Ratminto dan Winarsih (2010)
Zeinthml, Parasuraman, dan Berry
menjelaskan bahwa pengukuran kinerja
pelayanan dapat dilakukan dengan
menggunakan beberapa indikator kinerja
pelayanan, yaitu:
Kemampuan fisik (Tangible)
Reliabilitas (Reliability)
Responsivitas (Responsiveness)
Kompetensi (Competence)
Kesopanan (Courtesy)
Kredibilitas (Credibility)
Keamanan (Security)
Akses (Acces)
Komunikasi (Communication)
Pengertian (Understanding the customer
Kepuasan Pelanggan

•Menurut Moenir dalam Tangkilisan (2005)

mengemukakan agar pelayanan dapat
memuaskan orang atau kelompok orang
lain yang dilayani, maka perlu yang
bertugas melayani harus memenuhi
empat kriteria pokok:
•Tingkah laku yang sopan
•Cara menyampaikan sesuatu yang
berkaitan dengan apa yang seharusnya
diterima oleh orang yang bersangkutan
•Waktu menyampaikan yang tepat
•Keramahtamahan
Konsep
kepuasan
Engel, et al.(1990) menyatakan bahwa kepuasan
pelanggan merupakan evaluasi purnabeli di
mana alternatif yang dipilih sekurang-kurangnya
sama atau melampaui harapan pelanggan,
sedangkan ketidakpuasan timbul apabila hasil
(outcome) tidak memenuhi harapan. Kotler,
(1996) menandaskan bahwa kepuasan
pelanggan adalah tingkat perasaan seseorang
setelah membandingkan kinerja (atau hasil)
yang ia rasakan dibandingkan dengan
harapannya.
Pengukuran
Kepuasan
Pelanggan

Metode Pengukuran Kepuasan

Pelanggan Kotler, et al.,(1995)
mengidentifikasi 4 metode
untuk mengukur kepuasan
pelanggan, yaitu sebagai
berikut :
1. Sistem keluhan dan Saran Setiap
organisasi yang berorientasi pada
pelanggan (customer-oriented) perlu
memberikan kesempatan yang luas
kepada para pelanggannya untuk
menyampaikan saran, pendapat, dan
keluhan mereka.
2. Ghost Shoping salah satu
cara untuk memperoleh
gambaran mengenai kepuasan
pelanggan adalah dengan
memperkerjakan beberapa
orang (ghost shopper) untuk
berperan atau bersikap sebagai
pelanggan/pembeli potensial
produk perusahaan dan pesaing.
3. Lost Customer Analysis
Perusahaan seyogyanya
menghubungi para pelanggan
yang telah berhenti membeli
atau yang telah pindah pemasok
agar dapat memahami mengapa
hal itu terjadi dan supaya dapat
mengambil kebijakan perbaikan
peyempurnaan selanjutnya.
4. Survai Kepuasan Pelanggan Umumnya
banyak penelitian mengenai kepuasan
pelanggan yang dilakukan dengan
metode survai, baik dengan survai melalui
pos, telepon, maupun wawancara pribadi
(Mc Neal dan Lamb dalam Peterson dan
Wilson,1992)
Melalui survai perusahaan akan
memperoleh tanggapan dan umpan balik
(feedback) secara langsung dari
pelanggan dan juga memberikan tanda
(signal) positif bahwa perusahaan
menaruh perhatian terhadap para
pelanggannya.
 BAB III

METODE PENELITIAN
Lokasi dan Waktu Penelitian

Sumber : google maps 2020 Sumber : Dokumentasi pribadi 2020

Metode Penelitian

Penelitian ini termaksut jenis penelitian deskripsi dengan

pendekatan kuantitatif. Penelitian deskripsi adalah penelitian
yang berusahan untuk memecahkan masalah yang ada
sekarang berdasarkan data
Metode Pengumpulan Data

Data yang dikumpulkan adalah data primer dan data

sekunder. Data primer dikumpulkan dengan menggunakan
metode deskriptif analitis. Sedangkan data sekunder
berupa data penunjang yang dikumpulkan melalui studi
kepustakaan yang diambil dari sumber-sumber yang terkait
dengan penelitian ini.

Data primer adalah data yang diperoleh secara langsung di lapangan

dengan cara pengisian kuisioner yang berisi beberapa pertanyaan
Data Yang Di
Perlukan Data sekunder adalah data yang diperoleh secara tidak langsung
dengan metode dokumentasi dimana memperoleh data dari kantor
Pelabuhan Nusantara Kendari-Raha, literatur dan sumber - sumber
pustaka lainnya.
 Pengumpulan Data

Metode Survai

Wawancara Metode pengumpulan data dengan cara tanya

jawab atau wawancara langsung,
Kuisioner pengumpulan data dengan cara menyusun dan
mengajukan daftar pertanyaan kepada pihak responden
secara tertulis sehingga memudahkan peneliti dalam
pengolahan data.

Metode Pengambilan Sampel

Populasi Adapun lebih jelasnya sampel yang akan digunakan

Sampel
dalam penelitian ini dapat dilihat sebagai berikut:

sampel yang digunakan Dimana :

  N n = Ukuran sampel
dalam penelitian adalah 𝑛=
Accidental Sampling N d 2+1 N = Ukuran populasi
d = Standar error
Variabel Penelitian
 Teknik Analisis Data

LOREM
Uji Validitas Dan Reliabilitas
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DOLOR SIT
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𝒓 𝒙𝒚=𝒏 ∑ 𝐗𝐢𝐘𝐢− ¿¿¿
Dimana :
  : Koefisien Korelasi Product Moment
X : Pertanyaan No.1
Y : Skor Total
XY : Skor Pertanyaan No.1 dikalikan skor normal
: Jumlah Skor Pertanyaan No.1 yang dikuadratkan
: Jumlah Skor yang dikuadratkan
N : Jumlah sampel
Uji Reliabilitas

ri 1 = (2 x 1/2test)/(1+r1/2 test)
ri 1/2 test = Koefisien korelasi product moment
ri 1 = Reliabilitas internal seluruh test
LOREM IPSUM DOLOR SIT AMET, CU USU AGAM INTEGRE IMPEDIT.
 Metode Analisis

Analisis Kualitatif

Metode kualitatif merupakan metode analisis data yang

bersifatmenggolongkan saja, tidak dilakukan perhitungan.
Melainkan berupa perbandingan hal-hal yang berhubungan
dengan pelayanan jasa terhadap customer yang sedang diteliti,
sehingga output dapat disajikan dalam bentuk persentase dari
tiap-tiap unsur.

Analisis Kuantitatif Metode yang merupakan uraian yang bersifat obyektif

yang berdasarkan pada hasil penelitian atau data yang
berbentuk angka/bilangan
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