Electronic Theses and Dissertation

Pelabuhan Penyeberangan Ulee Lheue saat ini merupakan satu-satunya prasarana transportasi publik untuk aksesibilitas bagi wilayah Kota Sabang dan Pulo Aceh sebagai daerah kepulauan. Pelabuhan ini dikelola Dinas Perhubungan Aceh sejak tanggal 26 Maret 2021 setelah peralihan dari Pemerintah Kota Banda Aceh. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan penumpang di Pelabuhan Penyeberangan Ulee Lheue berdasarkan instrumen kriteria kinerja dan persepsi kepuasan pengguna. Data persepsi dikumpulkan melalui kuesioner kepada 250 responden dengan teknik simple random sampling. Analisis data menggunakan Importance Performance Analysis (IPA) melalui pendekatan Servqual, yaitu: bukti fisik, kehandalan, daya tanggap, jaminan, dan empati. Pengukuran kualitas pelayanan penumpang berdasarkan kriteria dalam regulasi penilaian standar pelayanan pelabuhan penyeberangan menunjukkan bahwa kualitas pelayanan pelabuhan ini termasuk klasifikasi C (Cukup). Peningkatan prasarana dan fasilitas pelayanan perlu diprioritaskan untuk penambahan kapasitas gedung terminal dan ruang tunggu, areal parkir kendaraan penyeberangan dan antar/jemput, fasilitas air bersih dan sanitasi, serta penyediaan fasilitas kesehatan dan penyelamatan darurat. Hasil survey persepsi menunjukkan kinerja seluruh indikator pelayanan belum memenuhi kepentingan pengguna, namun nilai kesenjangan kurang dari -1,00 atau pelayanan dirasakan telah memuaskan. Indikator pelayanan yang dianggap mempengaruhi kepuasan adalah kecukupan lebar gangway, layanan angkutan umum, sistem pembelian dan tarif tiket kapal, ketepatan waktu tunggu, kelengkapan informasi pada loket penjualan tiket, keamanan area pelabuhan, kenyamanan penumpang di gedung terminal.

Kata Kunci: Kualitas Pelayanan, Kepuasan Pengguna, Kriteria Kinerja Pelabuhan, Servqual, Importance Performance Analysis (IPA)

Ulee Lheue Ferry Port is currently the only public transport infrastructure for the accessibility of Sabang and Pulo Aceh as an archipelago. This port has been managed by the Aceh Transportation Service since March 26, 2021, after the transfer from the Banda Aceh City Government. Therefore, this study aims to analyze the passenger service quality at Ulee Lheue Ferry Port based on instruments related to performance criteria and user satisfaction perceptions. A total of 250 respondents were involved to collect the perception data through questionnaires with a simple random sampling technique. The data were analyzed using Importance Performance Analysis (IPA) through the Servqual approach, namely physical evidence, reliability, responsiveness, assurance, and empathy. As measured based on the criteria in the regulation on the standard assessment of ferry services, the service quality was classified as C (Moderate). This shows that the infrastructure and service facilities improvement needs to be prioritized to increase the capacity of terminal buildings and waiting rooms, parking areas for crossing and shuttle vehicles, clean water and sanitation facilities, as well as providing health and emergency rescue facilities. Although the perception survey shows that the performance of all service indicators has not met the user interests, the gap value was less than -1.00, or the service is felt to be satisfactory. Based on the results, the service indicators that affect satisfaction are the adequacy of the gangway width, public transport services, purchasing systems, and ship ticket fares, timeliness of waiting, completeness of the information at ticket sales counters, security of the port area, and passenger comfort in the terminal building. Keywords: Service Quality, User Satisfaction, Port Performance Criteria, Servqual, Importance Performance Analysis (IPA)