MEASUREMENT OF FACILITIES AND SERVICES PERFORMANCE INDEX OF PASSENGER TERMINAL TANJUNG EMAS SEA PORT SEMARANG
AYUNINGTIAS, DEVI AMALIA
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Tanjung Emas Semarang is a sea port through which the transport of goods and passengers to various regions in Indonesia. PT. Pelindo III manages the ports to provide good service to customers. Passenger terminal is the point where passengers and goods enter and out of the harbor. Improving the quality of services to passengers terminals require an assessment of the operational management and infrastructure facilities in the passengers terminal. This study aims to measure the performance index of service and facilities of passenger terminal by using a standard of sea transport passenger service of the sea port passenger terminal. Assessment was conducted by interviewing the officials and passengers and direct observation to the terminal facilities. The performance index values of assessment consider the passenger’s satisfaction and importance weight of each aspect of the service. The index value defined was later described as a radar diagram. The assessment results show a gap on some aspects. The assessment value for services and facilities in a scale of 100 for each aspect are (1) Passengers Service of safety and health 95, (2) Security facilities 90, (3) The reliability and regularity of service 90, (4) The supporting facilities 100, (5) Easiness of passenger service 80, and (6) Facilities for disable and elderly 100. This value has an average of 92.5 which indicates that the services and facilities on passenger terminal at the Tanjung Emas Sea Port Semarang have been in a good condition but still needs to be improved. Improvements should be done related to security facilities and the provision of information to passengers.