Optimalisasi Pelayanan Jasa Pelabuhan Penyeberangan Merak Dalam Perspektif Pelayanan Publik

Dody Setiadi, Dody Setiadi and Wisnu Handoko, Wisnu Handoko and Agus Pramono, Agus Pramono (2024) Optimalisasi Pelayanan Jasa Pelabuhan Penyeberangan Merak Dalam Perspektif Pelayanan Publik. Optimalisasi Pelayanan Jasa Pelabuhan Penyeberangan Merak Dalam Perspektif Pelayanan Publik. pp. 1-12. (Submitted)

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Abstract

The Merak Ferry Port is a port that is the main node connecting the islands of Java and Sumatra, so good public services must be the main priority in providing services. However, in the daily operation of the Merak Ferry Port, complaints from service users are often found regarding port facilities and sailing times that are longer than the stipulated schedule due to delays in the departure of ships in front of them. In this research, service optimization was carried out by assessing the level of satisfaction and level of interest of service users using the customer satisfaction index, service quality and importance performance analysis methods. Meanwhile, in optimizing operating patterns and scheduling of ferry transport, port time analysis is carried out based on the results of field observations, forecasting, sailing time, round trip time, trip capability, frequency, headway and ship requirements. The results of this study show that the level of service user satisfaction has an index score of 69.63%, which indicates that it is in the satisfied category and there are 6 (six) service attributes in quadrant I which are the main priority to be optimized immediately. From the results of the port time analysis, it shows that the current port time is not optimal and the operational and scheduling patterns obtained by calculating a sailing time of 90 minutes, a round trip time of 6 hours, a trip capability of 4 trips/ship, a frequency of 96 trips, a headway of 15 minutes, and ferry transportation requirements a total of 24 ships, with each pier operating 4 (four) ships, so the applicable port time is 72 minutes.

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