Handayani, Tisa Aprila (2024) Analisis Tingkat Kepuasan Pengguna Jasa Pelabuhan Tanjung Harapan Kabupaten Kepulauan Meranti. Other thesis, Universitas Islam Riau.

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Abstract

Tanjung Harapan Harbor is a transportation center in the Meranti Islands Regency, serving as a link between islands, provinces and international crossings to Singapore and Malaysia. As a district in the form of an archipelago, sea transportation plays an important role in supporting the economy and social community. Good port services support all regional mobility which runs well too. The aim of this research is to analyze the level of satisfaction provided by Tanjung Harapan Port to transportation service users in Meranti Islands Regency. This study was conducted by distributing 100 questionnaires and processing data using the Importance Performance Analysis (IPA) method involving several variables of Performance Level and Interest Level, this data was processed using a Cartesian diagram to calculate the level of conformity between performance and interests of service users, which were then analyzed using the Customer Satisfaction Index (CSI) method to obtain the value of the Satisfaction Level of service users at Tanjung Harapan Port. In the calculation using Importance Performance Analysis (IPA) by analyzing using the Cartesian quadrant, the values on attributes 6,8, and 18 obtained the highest scores because the service and results were satisfactory. In the analysis of the Customer Satisfaction Index (CSI), the value of user satisfaction with the quality of service at Tanjung Harapan Port, Meranti Islands Regency, the values on attributes 7,13, and 15 obtained the highest scores. From the calculation results, the Customer Satisfaction Index (CSI) obtained a result of 73.87%, this result shows that service users are satisfied with the quality of service at Tanjung Harapan Port, Meranti Islands Regency according to the Likert Scale value which is at a percentage of 66.00 - 80.00.

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