PELAYANAN KANTOR SYAHBANDAR DAN OTORITAS PELABUHAN KELAS I SORONG TERHADAP AGEN PELAYARAN SWASTA

DYAN, BAHARI KUSYONO (2019) PELAYANAN KANTOR SYAHBANDAR DAN OTORITAS PELABUHAN KELAS I SORONG TERHADAP AGEN PELAYARAN SWASTA. KARYA TULIS.

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Abstract

Harbour Master class I Sorong Port Authority office as service delivery is still faced with a system of government that has not been effective and efficient, and the quality of human resources is not adequate. One of the private shipping agent confirmed there are still many complaints from recipients of services, resulting in unfavorable image to the image of the government organization harbour master class I Sorong port authority office. To overcome these conditions necessary to the continuous improvement of service quality in order to realize excellent service The purpose of this research is basically for purpose of this study to determinethe Office of Service Quality harbour master class I Sorong port authority office against private shipping agent. In the discussion of this thesis uses quantitative descriptive studyand using Parasuraman, Zeithaml, and Berry filed 10 categories of Quality of Service.To-10 category they call "Service Quality Determinants.". Office employees harbour master class I Sorong port authority special part of the ministry in charge of license of arrival and departure, loading and unloading goods, renew booksand renew certificates sailors aboard, as well as from the private agencies so that thenumber of respondents in the study were 30 people. Based on the research results it can be concluded that the quality of services is still low, it is because there are still many things to be improved, as it is known that inproviding services, harbour master class I Sorong port authority office still hasseveral constraints, such as lack of publications to agent about the regulation of privatefees in accordance with the applicable rules, so there is still the cost or called with tipsthat must be removed for smooth in serving, as in any arrangement should provide employees typing tips permit sailing ships. When the clock picket of employees, agentsalso have to pay more dues to employees who were on duty, and must pay a monthly feein the form of tips for the head office and the head section so that each arrangement inharbour master class I Sorong port authority office smoothly. It also has to pay thecost of the physical check the ship, the agent is not down to the ship do physical checks,for a physical check has been carried out in the KSOP office by paying dues to theemployees in charge, when in fact the physical check is necessary for the safety of sailingthe ship itself. Keywords : Quality, Service, Public

Item Type:	Article
Additional Information:	1351.100.85
Subjects:	Ketatalaksanaan Pelayaran Niaga
Divisions:	Program Studi > D3-Ketatalaksanaan Pelayaran Niaga
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	10 Feb 2020 08:01
Last Modified:	10 Feb 2020 08:01
URI:	http://repository.stimart-amni.ac.id/id/eprint/1420

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