Yanti, Fitri (2025) Analisis Kualitas Layanan Pemeriksaan Kedatangan Kapal Wilayah Kantor Induk Di Lingkungan Kerja Balai Kekarantinaan Kesehatan Kelas I Dumai. Masters thesis, Universitas Islam Riau.

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Abstract

Ship arrival inspection services are one of the efforts to prevent the entry or exit of diseases and/or health risk factors in the working areas of ports, airports, and land border crossings of the country. Ship arrival inspections are carried out in accordance with established standards. Inspections carried out during ship inspections include inspections of ship health documents, quarantine violations, inspections of ship sanitation and vectors, and inspections of the health of ship crew and passengers. There are still several problems with ship arrival inspection services, namely the lack of ability/competence of officers in communicating in English or a foreign language, complaints from shipping agents due to late boarding officers, officers cannot be contacted and system errors/server downtime occur in online applications, limited quarantine technical officers. inadequate facilities and infrastructure. The purpose of this study is to analyze the quality of ship arrival inspection services and identify inhibiting factors based on the indicators of Tangibles, reliability, responsiveness, assurance, and empathy. This research adopts aqualitative approach, utilizing interviews for data collection. Data analysis applies on-site analysis techniques developed by Miles and Huberman. The research findings conclude that the Quality of Service quality of ship arrival inspection, overall, shows a positive trend and meets most success indicators. However, to further enhance service quality, attention should be given to several aspects, such officers must be ready and responsive in serving 1x24 hours, improving the competence of officers in good communication, and increasing concern for service users/shipping agents.

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