Efektivitas Pelayanan Debarkasi Penumpang Kapal PT PELNI di Pelabuhan Yos Sudarso Ambon

Abstract

This study aims to analyze the effectiveness of PT PELNI's passenger disembarkation services at Yos Sudarso Port, Ambon, and identify factors influencing its implementation. The study employed a descriptive qualitative approach, collecting data through six months of observation, interviews with one Operations Officer at the Ambon Branch of PT PELNI and four passengers, and documentation. Data analysis was conducted through data reduction, data presentation, and conclusion drawing. The results indicate that disembarkation services have been effective based on five indicators of effectiveness according to Siagian: goal achievement, timeliness, task execution, coordination, and support from facilities and infrastructure. Although service duration increased with the increase in passenger numbers, the disembarkation process remained safe, orderly, and in accordance with Standard Operating Procedures. Factors influencing service effectiveness include passenger volume, facility capacity, officer workload, and inter-agency coordination. This study confirms that the effectiveness of disembarkation services is determined by the integration of operational aspects, human resources, coordination, and facility support in the provision of maritime transportation services.

ABSTRAK

Penelitian ini bertujuan menganalisis efektivitas pelayanan debarkasi penumpang kapal PT PELNI di Pelabuhan Yos Sudarso Ambon serta mengidentifikasi faktor-faktor yang memengaruhi pelaksanaannya. Penelitian menggunakan pendekatan deskriptif kualitatif dengan pengumpulan data melalui observasi selama enam bulan, wawancara terhadap satu Officer Operasi PT PELNI Cabang Ambon dan empat penumpang, serta dokumentasi. Analisis data dilakukan melalui reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa pelayanan debarkasi telah berlangsung efektif berdasarkan lima indikator efektivitas menurut Siagian, yaitu pencapaian tujuan, ketepatan waktu, pelaksanaan tugas, koordinasi, serta dukungan sarana dan prasarana. Meskipun durasi pelayanan meningkat seiring bertambahnya jumlah penumpang, proses debarkasi tetap berlangsung aman, tertib, dan sesuai dengan Standar Operasional Prosedur. Faktor yang memengaruhi efektivitas pelayanan meliputi volume penumpang, kapasitas fasilitas, beban kerja petugas, dan koordinasi antarinstansi. Penelitian ini menegaskan bahwa efektivitas pelayanan debarkasi ditentukan oleh keterpaduan aspek operasional, sumber daya manusia, koordinasi, dan dukungan fasilitas dalam penyelenggaraan pelayanan transportasi laut.