ANALISIS HAMBATAN DAN UPAYA PENINGKATAN KUALITAS PELAYANAN DALAM PROSES EMBARKASI DAN DEBARKASI PENUMPANG DI KM. NGGAPULU

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.