ANALISIS KUALITAS LAYANAN FUNGSI MARINE (SENSUS TERHADAP PIHAK KAPAL DI MARINE DI TERMINAL BAHAN BAKAR MINYAK PT. PERTAMINA TANJUNG UBAN)

SITOHANG, AGUSTINUS (2018) ANALISIS KUALITAS LAYANAN FUNGSI MARINE (SENSUS TERHADAP PIHAK KAPAL DI MARINE DI TERMINAL BAHAN BAKAR MINYAK PT. PERTAMINA TANJUNG UBAN). S2 thesis, Fakultas Ekonomi.

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Abstract

ANALYSIS OF THE QUALITY OF MARINE FUNCTION SERVICES (CENSUS ON SHIP PARTIES IN MARINE IN OIL FUEL TERMINALS, PERTAMINA TANJUNG UBAN) ABSTRACT The use of sea transportation services is relatively cheap and can increase the volume of goods more, as in the Oil and Gas industry, the role of fuel oil terminals in supplying oil needs in the area is an important key in the supply chain of fuel oil distribution and fuel oil terminals are required to provide optimal service to all stake holders involved in it, the function of the Marine in TBBM Tanjung Uban is one of them to provide a terminal entry and exit service for the loading and unloading process and distribution.The purpose of this study is to analyze the level of service importance, service performance provided by the narine function TBBM TG Uban in the eyes of consumers, analyze services in the dimensions of physical appearance (tangible) reliability, response(responsiveness), certainity (assurance) and emphati (emphaty) with the level of importance of the customer (ship party) at the Tanjung Uban oil fuel terminal and analyze how much satisfaction the customer (ship party) has on marine function services at the Tanjung Uban oil fuel terminal. In this study, the quality of services provided by the marine function of TBBM Tg Uban were grouped based on five SERVQUAL dimensions, namely reliability, responsiveness, assurance, empathy and physical evidence using theresearch object as many as 112 ships represented by 112 Senior Officers using purposive sampling method, where in this method in selecting respondents the researcher uses certain criteria. To find out the level of satisfaction of the ship as a whole by looking at the importance of service products, this study uses CSI (Customer Satisfaction Index) analysis then to map all service indicators using Importance-Performance Analysis. From the results of the study CSI Value of 74.2 belongs to the satisfied category so that it canbe said that based on these indicators that the respondent or in this case the ship is satisfied with the services provided by the marine Tg Ubanfunction. Whereas the results of Importance performance analysis (IPA) are known, which really needs to be improved on the dimensions of officer reliability and physical condition considering that these two SERVQUAL dimensions are in quadrant I where respondents consider this dimension important while respondents' assessment of performance is still low. For the dimensions of responsiveness, respondents consider this dimension important and its performance is good. As for the guarantee and empathy dimensions of respondents, the two dimensions are not important. This can be understood considering that the contact with officers is very low in frequencybut its performance on this dimension is actually very good. Suggestions can be given from this research is to increase the number of workers handling offshore vessels and improve coordination with internal and external parties and agree on the maximum time limit for processing documents, supervise the presence of officers and use of personal protective equipment and improve facilities and infrastructure leaning off and off the ship or fuel loading andunloading and ensuring that the facilities and infrastructure can be used as optimal as possible by providing regular maintenance. Keyword:The Service Quality Of Marine Function In The Process Of In / OutShips Operation In Fuel Oil Terminal.

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