Kualitas Pelayanan Publik Kesyahbandaran pada Aspek Keselamatan Penumpang di Kantor Unit Penyelenggara Pelabuhan Kelas III Seba Kabupaten Sabu Raijua

THAAL, Benedicto Aprian (2025) Kualitas Pelayanan Publik Kesyahbandaran pada Aspek Keselamatan Penumpang di Kantor Unit Penyelenggara Pelabuhan Kelas III Seba Kabupaten Sabu Raijua. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This study aims to determine the quality of public services in the aspect of passenger safety at the Seba Class III Port Operator Unit Office, Sabu Raijua Regency. The quality of service is considered important because it concerns shipping safety and protection for port service users. This study uses a descriptive qualitative approach with data collection techniques in the form of interviews, observations, and documentation. The informants in this study amounted to six people, including internal port officials, ship operators, and passengers. The data analysis techniques used in this study are data reduction, data presentation, and conclusion drawn. The service quality assessment uses the SERVQUAL model from Zeithaml et al., (1990), which includes five indicators, namely physical evidence, reliability, responsiveness, assurance, and empathy. The results of the study show that there are still several obstacles in service in terms of passenger safety, such as limited waiting room facilities, no information boards about the prohibition of carrying prohibited goods around the port, low passenger awareness of safety rules, and lack of modern detection equipment such as X-ray and metal detectors. Nevertheless, municipal officers have made efforts to conduct safety education through repeated announcements, socialization, and demonstrations of the use of safety equipment. This study recommends improving port facilities, intensifying safety education, and improving inter-agency coordination to strengthen supervision. It is hoped that the results of this research can be used as evaluation and reference material for the development of public services in the maritime sector, especially in the context of ports in remote areas.

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