Analisis Kinerja Layanan Kapal Ferry Penumpang Samosir Menggunakan Metode Importance Performance Analysis
DOI:
https://doi.org/10.54367/jrkms.v8i1.5296Keywords:
kinerja layanan, tingkat kepuasan, kapal ferry, penyeberangan danau tobaAbstract
Transportasi penyeberangan menggunakan kapal ferry merupakan moda utama untuk mencapai Pulau Samosir melalui berbagai pelabuhan di Danau Toba. Penelitian ini bertujuan untuk menganalisis tingkat kinerja (performance) pelayanan dan tingkat kepentingan (importance) penumpang kapal ferry di Pulau Samosir menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Pendekatan yang digunakan bersifat kuantitatif dengan pengumpulan data melalui survei terhadap 1.081 responden dari enam kapal ferry pada tiga rute: Tigaras–Simanindo, Ajibata–Tomok, dan Ajibata–Ambarita. Kuesioner disusun berdasarkan standar pelayanan minimum sesuai Peraturan Menteri Perhubungan No. 62 Tahun 2019, dengan skala Likert sebagai alat ukur. Hasil penelitian menunjukkan adanya ketidaksesuaian antara harapan dan persepsi penumpang terhadap layanan yang diberikan. Lima dari enam kapal menunjukkan tingkat kinerja yang lebih rendah dibanding tingkat kepentingan, mengindikasikan ketidakpuasan. Nilai ketidakpuasan tertinggi diperoleh KMP Pora-Pora (3,98), diikuti oleh KMP Ihan Batak (3,90), KMP Sumut 1 (3,80), KMP Sumut 2 (3,79), dan KMP Tao Toba 2 (3,79). Hasil ini menunjukkan perlunya peningkatan layanan berdasarkan prioritas atribut yang belum memenuhi ekspektasi penumpang.References
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