| dc.description.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. | en_US |
