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Kualitas Layanan Inaportnet pada Kantor Kesyahbandaran dan Otoritas Pelabuhan Kelas I
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This research aims at determining the quality of “Inaportnet” services by comparing service
performance and service users’ expectations. A quantitative approach with Importance
Performance Analysis (IPA) method was used with saturated sample of 23 respondents. The primary
data was collected by distributing questionnaires. The analysis was carried out to determine the
service performance suitability to the service users expectations which was described using IPA
Matrix in the form of Cartesian diagram. The results show that the total level of conformity is
94.46%, therefore, the suitability of the overall service performance is still below the expectations
of service users. However, judging by the Score Interpretation Guidelines, the level of service
users’ suitability is already fulfilled. Gap Analysis was used to find out whether there was a gap
in services at Banten Port by finding out the score differences between the performance value and
the expectations value. The results of the Gap Analysis show that each item of the instruments is
negative that means each instruments still needs to be reviewed and improved.
Eka Sukmawati - Personal Name
Dian Lieska Ocviany - Personal Name
Indarno Sugeng Rahardjo - Personal Name
Mahardhika Andiansyah - Personal Name
Marthaleina Ruminda Sitorus - Personal Name
Yosi Pahala - Personal Name
Dian Lieska Ocviany - Personal Name
Indarno Sugeng Rahardjo - Personal Name
Mahardhika Andiansyah - Personal Name
Marthaleina Ruminda Sitorus - Personal Name
Yosi Pahala - Personal Name
2442-3149
NONE
electronic file
Indonesia
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG)
2022
Jakarta
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol. 09 , No. 01, Maret 2022
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