EVALUASI PELAYANAN DI PELABUHAN RORO DOMPAK KEPULAUAN RIAU
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Institusion
Universitas Maritim Raja Ali Haji
Author
DWI ARIYANTI SUSANTO, PAMELA
Samin, Rumzi
Subiyakto, Rudi
Samin, Rumzi
Subiyakto, Rudi
Subject
362 Social Welfare, Problems and Services/Kesejahteraan Sosial, Permasalahan dan Layanan Sosial
Datestamp
2025-03-17 07:06:22
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.
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.
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