ESTD PERPUSTAKAAN UNTAD
ESTD PERPUSTAKAAN UNTAD
| JudulRESPONSIVITAS PELAYANAN JUAL BELI TIKET PADA PT. PELAYARAN NASIONAL INDONESIA (PELNI) PERSERO KOTA PALU |
| Nama: JULI APRYANI |
| Tahun: 2021 |
| Abstrak Fokus penelitian ini adalah Responsivitas Pelayanan Jual Beli Tiket pada PT. Pelayaran Nasional Indonesia (PELNI) Persero Kota Palu. Tujuan dari penelitian ini adalah untuk mengukur respon atau daya tanggap PT. Pelayaran Nasional Indonesia (PELNI) Persero Kota Palu terhadap pelayanan tiket serta penelitian ini menjadi referensi dan masukan bagi PT. Pelayaran Nasional Indonesia (PELNI) Persero Kota Palu juga pihak civitas akademik. Tipe penelitian yang digunakan penulis adalah deksriptif, sedangkan dasar penelitian bersifat kualitatif. Jumlah informan dalam penelitian ini adalah sebanyak tujuh orang yaitu Kepala Cabang PT. Pelayaran Nasional Indonesia (PELNI) Persero Kota Palu, PIDC Loket dua orang, dan konsumen PT. PELNI Persero kota Palu sebanyak empat orang. Teknik pengumpulan data dilakukan dengan tiga cara yaitu : observasi, wawancara, dan dokumnetasi. Penelitian ini menggunakan teori Zeithaml, Dkk (Hardiansyah 2011:46). Dimana terdapat enam dimensi yang akan di teliti yaitu : kemampuan merespon pelanggan, kecepatan melayani, ketepatan melayani, kecermatan melayani, ketepatan waktu melayani, dan kemampuan menanggapi keluhan. Berdasarkan hasil penelitian yang di peroleh dapat di simpulkan bahwa Responsivitas Pelayanan Jual Beli Tiket pada PT. Pelayaran Nasional Indonesia (PELNI) Persero Kota Palu dikatakan belum baik. Sebab dari ke enam dimensi, ada tiga dimensi yang belum baik yaitu: dimensi ketepatan melayani dimana dalam pelayanan jual beli tiket masih berbelit dan belum online. Dimensi Ketepatan waktu melayani dimana karyawan tidak serius dalam hal melayani, seperti sering keluar masuk ruangan, bercengkrama, dan bermain game di handphone (Hp) saat proses pelayanan sedang berlangsung. Dan dimensi ketepatan waktu melayani dimana dalam melayani, petugas tidak tepat waktu, tidak tanggap dan tidak adanya genset sebagai sarana penunjang pelayanan. Kata Kunci : Responsivitas, Pelayanan Publik, dan Jual Beli Tiket. The focus of this research is the Responsiveness of Ticket Buying and Selling Services at PT. Pelayaran Nasional Indonesia (PELNI) Persero Palu City. The purpose of this study is to measure the response or responsiveness of PT. Pelayaran Nasional Indonesia (PELNI) Persero Palu City towards ticket services and this research is a reference and input for PT. Pelayaran Nasional Indonesia (PELNI) Persero Palu City is also part of the academic community. The type of research used by the writer is descriptive, while the basis of the research is qualitative. The number of informants in this study were seven (7) people, namely the head of the branch of PT. Pelayaran Nasional Indonesia (PELNI) Persero Palu City, PIDC Counters for two (2) people, and consumers of PT. PELNI Persero Palu City as many as four (4) people. The data collection technique was carried out in three ways, namely: observation, interviews, and documentation. This study uses the theory of Zeithaml, dkk (Hardiansyah 2011: 46). Where there are six dimensions that will be examined, namely: the ability to respond to customers, speed of service, accuracy of serving, accuracy of serving, timeliness of serving, and ability to respond to complaints. Based on the results obtained, it can be concluded that the Service Responsiveness of Ticket Buying and Selling at PT. Pelayaran Nasional Indonesia (PELNI) Persero Palu City is said to have not been good. Because from the six dimensions, there are three dimensions that are not yet good, namely: the dimension of accuracy in serving where the ticket buying and selling service is still complicated and not online yet. The dimension of punctuality of service times where employees are not serious in terms of serving, such as frequently going in and out of the room, chatting and playing games in the smartphone while the service process is in progress. And the dimensions of punctuality of service where in serving, officers are not on time, unresponsive, and there is no generator as a means of supporting service. Keywords: Responsiveness, Public Service, Ticket Buying and Selling. |