PERAN KANTOR UNIT PENYELENGGARA PELABUHAN KELAS III LARANTUKA DALAM MELAYANI KEDATANGAN KAPAL - KAPAL DI PELABUHAN LARANTUA - NTT

EDI, SUTRISNO (2019) PERAN KANTOR UNIT PENYELENGGARA PELABUHAN KELAS III LARANTUKA DALAM MELAYANI KEDATANGAN KAPAL - KAPAL DI PELABUHAN LARANTUA - NTT. KARYA TULIS.

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Abstract

Syahbandar office and class IIILarantuka Port Authority 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 Syahbandar Office and Class IIILarantuka Port Authority. 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 the purpose of this study to determine the Office of Service Quality Syahbandar And Class IIILarantuka Port Authority Against Private Shipping Agent. In the discussion of this thesis uses quantitative descriptive study and using Parasuraman, Zeithaml, and Berry filed 10 categories of Quality of Service. To-10 category they call "Service Quality Determinants.". Office employees Syahbandar And Larantuka Port Authority Class III 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 in providing services, Office Syahbandar and Class IIILarantka Port Authority 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 in syahbandar Office and Class III Authority Larantka smoothly. It also has to pay the cost 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 sailing the ship itself. Keywords : Quality, Service, Public

Item Type:	Article
Additional Information:	1351.10.087
Subjects:	Ketatalaksanaan Pelayaran Niaga
Divisions:	Program Studi > D3-Ketatalaksanaan Pelayaran Niaga
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	10 Feb 2020 08:02
Last Modified:	10 Feb 2020 08:02
URI:	http://repository.stimart-amni.ac.id/id/eprint/1424

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