TA DIGITAL
Tingkat kepuasan Penumpang Kapal Terhadap PT Pelayaran Nasional Indonesia (Pelni) Cabang Semarang
THE LEVEL OF SHIP PASSENGER’S SATISFACTION ON SERVICES OF
PT PELAYARAN NASIONAL INDONESIA (PELNI) UNIT SEMARANG
The objective of this research is to find out the level of ship passengers’ satisfaction, the level of interests of each services quality dimension provided, the services performance of PT PELNI Unit Semarang. Method of data collection used in this research is the observation, interview, literature study, and questioner. Index of passengers’ satisfaction and Cartesian Diagram is the instrument used for analyzing the data. The result of the average level of ship passengers’ satisfaction in each services quality dimension is the reliability of 96.48%, responsiveness 106.87%, assurance 108.57%, empathy 104.33%, and tangible 99.12%. The score of Index of passengers’ satisfaction shows that ship passengers feel satisfied on reliability and tangible dimension, whereas for responsiveness, assurance, and empathy, ship passengers have felt very satisfied on services provided by PT PELNI Cabang Semarang. Otherwise the average of the level interests/ expectation from the total number of ship passengers timed interests scale shows the result of 430, it means that five services quality dimensions are very important for ship passengers. After the writer has got the result of Index of passengers’ satisfaction, then the result is drawn in Cartesian diagram. This diagram is used for deciding attribute, including main priority, the need defend, low priority, and excessive.
Key words: satisfaction, performances, interests, complaint, Cartesian diagram
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