Kualitas Pelayanan Jasa Terminal Penumpang Bandar Deli Pelabuhan Belawan pada PT Pelindo I

Abstract

PT Pelindo is a state owned company engaged in port services in Indonesia. One of PT Pelindo’s working areas is Bandar Deli Belawan Passenger Terminal which is under the PT Pelindo Regional I working area. The port as one of the service sectors has an important role in passenger mobility so that service quality in an important factor in customer satisfaction including in the transportation industry in order to remain competitive with other companies in the era of globalization. This study aims to analyze the quality of service at the Bandar Deli Belawan Port Terminal. This study uses a qualitative approach with observation methods, interviews with key informants, main informants, additional informants, and documentation during the study. The data obtained were then analyzed qualitatively by reviewing all the data collected. The theory used is the theory of service quality by Zeithaml, Parassuraman and Berry (1990) which includes five dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The results of the research for the tangible dimension are not good enough because there is still a lack of facilities and infrastructure at the Bandar Deli terminal. The reliability dimension is also not optimal because there are still delays in the ship's departure schedule. The responsiveness dimension is good enough because the terminal officers are quite responsive in handling passenger questions and complaints. The assurance dimension is quite adequate, although supervision via CCTV is still lacking. The empathy dimension is carried out quite well because most officers are friendly and professional. Things that need to be done to improve the quality of service are improving waiting room facilities, expanding parking areas, optimizing departure schedule management, and adding security surveillance devices to support comprehensive services.