Abstract:
This study aims to analyze the obstacles encountered in the embarkation and
debarkation processes of passengers on KM. Nggapulu and to identify efforts to
improve service quality. The study was motivated by several problems found during
embarkation and debarkation activities, including service delays, suboptimal gangway
supervision, and the presence of unauthorized passengers boarding the vessel without
valid tickets. These conditions have the potential to disrupt service orderliness, the
accuracy of passenger manifest data, and maritime safety. This research employed a
qualitative approach using a descriptive method. Data were collected through
observation, interviews, and documentation during the sea practice period on board
KM. Nggapulu. Data analysis was conducted through data reduction, data
presentation, and conclusion drawing. To identify the root causes of operational
obstacles, this study applied Root Cause Analysis (RCA) using the 5 Why approach. The
results indicate that delays in the embarkation and debarkation processes were caused
by high passenger traffic, queues at the ticket inspection area, and ineffective gangway
supervision. The RCA findings revealed that officers were required to perform several
tasks simultaneously, including supervising the gangway, managing passenger flow,
and assisting with ticket inspections, which reduced service effectiveness, particularly
during peak passenger periods. In addition, the boarding of unauthorized passengers
was caused by inadequate ticket inspection and supervision of vessel access points
during crowded conditions. Efforts to improve service quality include strengthening
gangway supervision, optimizing ticket inspections and passenger manifest verification,
enhancing coordination among officers, and establishing clearer and more structured
task distribution. The implementation of these measures is expected to improve
orderliness, safety, service efficiency, and schedule punctuality on board KM.
Nggapulu.
