EFFECTIVENESS MODEL OF MUNCAR PORT PUBLIC SERVICES: ANALYSIS OF PUBLIC SERVICE QUALITY
Keywords:
Public Service Effectiveness, Service Quality, Port Services, Integrated Service (PTSP)Abstract
Bureaucratic fragmentation in licensing poses a direct threat to the livelihoods of vulnerable fishermen at Muncar Port. A One-Stop Integrated Service (PTSP) model was implemented in 2021 to resolve this fragmentation. This study aims to quantitatively measure the effectiveness of this PTSP model from the user (fishermen) perspective. The research employed a quantitative descriptive design, surveying 30 fishermen selected via accidental sampling. Data was collected using a questionnaire structured on the five SERVQUAL dimensions (Tangibles, Reliability, Responsiveness, Assurance, Empathy) and analyzed using descriptive statistics. The findings indicate the model is only "fairly effective". While Reliability for simple administrative tasks is functional, the service is undermined by highly polarized Tangibles (good office aesthetics vs. poor functional access). Furthermore, results show significant deficits in Responsiveness (linked to technology adoption barriers), Assurance (lack of multi-jurisdictional staff competency), and Empathy (a "striking failure" in complaint handling). The study concludes that the PTSP achieves only moderate effectiveness, operating as a "technically proficient 'permit factory'" that remains fundamentally misaligned with its vulnerable user base and fails in the critical human dimensions of service.
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Adhar, F., Basori, Y. F. F. Y., & Purwanti, D. (2024). EFFECTIVENESS OF THE NATIONAL PUBLIC SERVICE COMPLAINT MANAGEMENT SYSTEM SERVICE PROGRAM (E-LAPOR SP4N) IN THE DEPARTMENT OF COMMUNICATIONS, INFORMATICS AND ENGLISHMENT IN SUKABUMI DISTRICT. DiA: Jurnal Administrasi Publik, 22(2), 319–338.
Asmara, A. Y., Handoyo, S., Purwadi, P., Dinaseviani, A., & Jayanthi, R. (2024). Examining Public Service Innovations in Indonesia: Challenges, Characteristics, and Implementation within Bureaucratic Systems. 31(2). https://doi.org/10.20476/jbb.v31i2.1414
Bowo, F. A., & Mahrudi, I. (2022). Efektivitas pelayanan publik dasar dalam perspektif kualitas pelayanan. 21(August).
Fadillah, F., & Haryanti, I. (2021). Analisis Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Pelabuhan Indonesia (Pelindo) III Cabang Bima. 3(2), 125–139.
Hamidi, A., & Sutanto, H. (2020). DAMPAK PEMBANGUNAN PELABUHAN GILI MAS TERHADAP KONDISI SOSIAL. 3(1), 192–208.
Layaman. (2022). STUDI EFEKTIVITAS PELAYANAN PUBLIK DI KECAMATAN KEJAKSAN KOTA CIREBON. 13–33.
Lutfie, M., & Nathalya, S. (2025). Konsep Peningkatan Kualitas Pelayanan di Pelabuhan Perikanan Nusantara ( PPN ) Pelabuhan Ratu Melalui Inovasi Teknologi. 7(4), 2575–2587.
Maharani, A., & Ariesta, W. M. (2023). Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa di Pelabuhan Tanjung Balai Karimun 1,2. 21(2), 70–85.
Monoarfa, H. (2020). Efektivitas dan Efisiensi Penyelenggaraan Pelayanan Publik : Suatu Tinjauan Kinerja Lembaga Pemerintahan.
Nurjanah, L., & Saputra, A. A. (2025). Analisis Kepuasan Masyarakat Terhadap Pelayanan Pelabuhan Penyeberangan Dompak Kota Tanjungpinang. 4(4), 2167–2180.
Ratnawati, E., Towadi, M., Sihombing, J. S. P., & Pandamdari, E. (2021). Highlighting the Opportunities and Challenges of Port Performance in Indonesia by The Regulatory Aspects. J. Legal Ethical & Regul. Isses, 24, 1.
RI, O. (2023). Laporan Kajian Sistematik Pengawasan Pelayanan Publik.
Rokaiyah, Noer, K. U., Satispi, E., & Salam, R. (2024). EFFECTIVENESS OF IMPLEMENTING THE RPTRA PROGRAM IN CREATING A CHILD FRIENDLY CITY IN SUNGAI BAMBU DISTRICT, NORTH JAKARTA ADMINISTRATIVE CITY. DiA: Jurnal Administrasi Publik, 22(2), 54–71.
Salam, R. (2023). Improving Public Services in Realizing Good Governance in Indonesia. 6(2), 439–452.
Salwa, N. (2025). Optimization of Port Service Strategies Using The SWOT Method at PT. ASDP Indonesia Ferry (Case Study in Kolaka Regency). 2, 106–120.
Sugiyono, P. D. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif dan R&D.
Syahrianda, D. A., Suadi, & Djumanto. (2025). Maritime Technology and Research Service excellence at sea : User satisfaction with Belawan Samudera Fishing. 7(1), 1–14.
Wahyuni, S., Taufik, A. A., & Hui, F. K. P. (2020). Exploring key variables of port competitiveness: evidence from Indonesian ports. Competitiveness Review: An International Business Journal, 30(5), 529–553.
Widiastuti, N. P. E., Kusumajanti, K., & Nashir, A. K. (2024). How the Integrated Fishing Port with Information System for Sustainability (INFINITY) realizes governance of Green Fishing Port. Cogent Business & Management, 11(1), 2421409.
Wulandari, S., Sukristyanto, A., & Novaria, R. (2024). THE EFFECTIVENESS OF DIGITAL SERVICE POLICIES IN THE FORM OF ELECTRONIC SIGNATURES AT THE CIVIL POPULATION AND REGISTRY OFFICE IN SURABAYA CITY. DiA: Jurnal Administrasi Publik, 22(2), 178–186.
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