Hidayat, Risky (2026) Analisa Kinerja Pelayanan Pelabuhan Laut Teluk Bayur Terhadap Pengguna Jasa Transportasi Laut. Other thesis, Universitas Islam Riau.

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Abstract

Ports serve as strategic nodes in maritime transportation, influencing the smooth flow of goods, passengers, and regional economic activity. This study focuses on evaluating the operational performance of Teluk Bayur Sea Port by assessing service time efficiency, facility adequacy, and the quality of public services. The indicators analyzed include Waiting time and Approach Time , compliance of facilities with regulations, and service quality based on SERVQUAL dimensions. A quantitative approach was employed through field surveys, direct observation, interviews, and literature review, involving 382 respondents selected using accidental sampling. Data analysis referred to port performance indicators from the Directorate General of Sea Transportation, minimum service standards in PM Regulation No. 39/2015, and the five SERVQUAL dimensions (tangible, reliability, responsiveness, assurance, and empathy) to measure user perceptions of service quality. The analysis results show that the average Waiting Time at Teluk Bayur Port is 15.52 hours and the Approach Time is 2.53 hours, both exceeding the maximum standards (2 hours and 1 hour, respectively) set by the Directorate General of Sea Transportation. This indicates that port operations remain relatively inefficient. Out of 21 service indicators, 11 indicators (53.38%) meet the minimum service standards, while the remaining require improvement, particularly in evacuation signage, lighting, health facilities, and service information. User perceptions of service quality highlight Reliability and Empathy as the highest-rated dimensions. Based on the five SERVQUAL dimensions, Empathy and Reliability contributed 20.26% and 20.00% respectively, while Responsiveness had the lowest score at 19.37%. The majority of respondents rated services as Agree (39%) and Neutral (29%), indicating a generally positive perception but also reflecting the need for improvements in responsiveness and timeliness of staff services. Overall, the level of service at Teluk Bayur Port is categorized as "Fairly Good", suggesting that the port has provided generally satisfactory services to users, yet still leaves room for further service quality enhancement.

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