@thesis{thesis,
		author={DWI ARIYANTI SUSANTO  PAMELA and Samin  Rumzi and Subiyakto  Rudi},
		title ={EVALUASI PELAYANAN DI PELABUHAN RORO DOMPAK KEPULAUAN RIAU},
		year={2024},
		url={http://repositori.umrah.ac.id/9102/},
		abstract={This study aims to evaluate the quality of services at Roro Dompak Port,
Riau Islands Province, focusing on various aspects of service including response
speed, availability of information, operational efficiency, quality of interaction with
users, and infrastructure. The research methods used include user satisfaction
surveys, in-depth interviews with port management, and direct field observations.
The results of the study indicate that there are several areas that need improvement,
particularly in terms of response speed to user complaints and the efficiency of
operational processes. Additionally, the study suggests that increased
collaboration with the private sector and the adoption of technology could be
effective strategies to improve service quality. Based on these findings, this study
provides recommendations that can be used as a basis for service improvements at
Roro Dompak Port. Response speed to user requests and complaints is a critical
indicator in public service evaluation. At Roro Dompak Port, the analysis shows
that response times need to be improved. Users have complained about the slow
handling of their grievances, negatively impacting their satisfaction. To address
this issue, it is recommended that the port implement a more efficient complaint
management system and train staff to provide quick and accurate responses. Clear
and easily accessible information is key to effective public service. However, this
study found that information regarding services, procedures, and schedules at Roro
Dompak Port is often incomplete and difficult for users to understand. To enhance
the availability and quality of information, the port needs to provide comprehensive
information and update it regularly through various communication channels,
including websites and mobile applications. Operational efficiency at Roro
Dompak Port still faces various challenges, such as cumbersome processes and
logistical barriers. These obstacles not only increase operational costs but also
extend service times.
Optimizing operational processes through detailed evaluation and the
adoption of automation technology can help overcome these inefficiencies.
Interactions between port staff and service users are crucial aspects that affect user
experience. Although most users feel that the port staff are friendly and helpful,
there is still room for improvement in communication skills and complaint
handling. Intensive customer service training can help improve the quality of these
interactions. Adequate infrastructure is the foundation of effective service. At Roro
Dompak Port, physical facilities such as waiting areas, sanitation, and accessibility
need to be improved to ensure user comfort. Investment in infrastructure upgrades
and regular maintenance will significantly contribute to enhancing service quality.
To encourage innovation in public service, collaboration with the private sector is
essential. Through strategic partnerships, Roro Dompak Port can adopt the latest
technology and develop additional services that can increase efficiency and service
quality. This collaboration can also include innovative projects that focus on
overall service improvement. It is crucial for Roro Dompak Port to conduct user
satisfaction surveys and performance audits regularly. These measurements not
only provide constructive feedback but also help identify areas that need
improvement. Continuous evaluation will ensure that high service standards are
maintained.}
		}