Evaluasi Kualitas Pelayanan SWRO PT Pelabuhan Indonesia (Persero) Sub Regional Bali Nusra Regional 3 Dengan Metode Importance Performance Analysis dan TRIZ (Studi Kasus: Pelabuhan Benoa)

Dewi, Putu Putri Ambara and Yudistira, Cokorda Gede Putra and Widiantara, I Made (2022) Evaluasi Kualitas Pelayanan SWRO PT Pelabuhan Indonesia (Persero) Sub Regional Bali Nusra Regional 3 Dengan Metode Importance Performance Analysis dan TRIZ (Studi Kasus: Pelabuhan Benoa). Repositori Politeknik Negeri Bali.

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Abstract

This study analyzes the service quality of SWRO at Benoa Harbor and provides recommendations for improvements to service quality that are considered important by customers but have low performance levels. The service quality attributes used are Tangible (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee), and Empathy (empathy). Data collection methods in this study were in the form of questionnaires, documentation and interviews. The analytical methods in this research are Importance Performance Analysis and Theory of Inventive Problem Solving (TRIZ). The Importance Performance Analysis (IPA) method is used to measure the quality of SWRO services in the Benoa Harbor area based on the interests and performance received by customers. While the Theory of Inventive Problem Solving (TRIZ) method is used to formulate recommendations for improving service quality on attributes that require improvement. The sample in this study were 30 companies consisting of fishing companies and ship agents. The results showed that the level of conformity (Tki) between interests and performance was 87.55%, which means that the quality of SWRO services at Benoa Harbor has met customer expectations but still needs to be improved. Based on the Cartesian diagram, there are three service quality attributes that are the main priority for improvement consisting of tangible, reliability and responsiveness dimensions. The results of the analysis using the TRIZ method obtained two inventive principles that can be used as recommendations for improve-ment, namely principle number 10 (Prior Action) and principle 35 (Parameter Change). Keywords: Quality of service, Importance Performance Analysis, TRIZ, SWRO, Port

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