Analisis Kinerja Pelayanan Penumpang di Pelabuhan Loktuan Bontang, Kalimantan Timur

Abstract

Loktuan Loktuan Port in Bontang, East Kalimantan Province, plays a strategic role in public mobility and interregional connectivity. The port is required to provide quality public services, as the increasing of publics mobility, with an average passenger flow growth of 14.48% from 2020 to 2023. Therefore, this research aims to identify the availability and condition of passenger service facilities and measure the level of passenger service performance at Loktuan Port. The analysis method for measuring passenger service performance is assessed based on six service standard indicators, namely safety, security, reliability, comfort, convenience, and equality using the Customer Satisfaction Index (CSI) method. Data were collected through distributing questionnaires to 98 samples, observing the availability and condition of service facilities and interviews with related port staff. The data obtained were then analyzed to measure the level of importance and passenger satisfaction with each service indicator. The CSI value was calculated for each indicator, and the results showed that passenger service at Loktuan Port generally in the satisfied and very satisfied category, namely: the reliability indicator obtained the highest value of 84.48%, followed by safety (83.75%), security (82.63%), comfort (80.48%), convenience (78.67%), and equality (76.92%).