Kualitas Layanan Nsw Berdasarkan Persepsi Dan Harapan Pengguna Layanan Di Pelabuhan Tanjung Priok

Abstract

The importance of the port services is ideal for supporting the economy has become a common
expectations. Bureaucratic, widespread practice extortion everywhere, the flow of imported
goods and so on, resulting in economic conditions, Indonesia suffered. An effort to
reduce costly economy is removing barriers in the smooth flow of exports and imports of
goods, from production to sale. VVhen processing services are still done manually, there are
still many obstacles to the free flow of goods, so the demand for goods and services, which
integrates Harbour. National single window " public policies for the integration of services
and the harbour. This study aims at identifying and assessing the quality of NSW in Tanjung
Prick, by considering the extent to which the level of satisfaction and expectations of consumers
services settings in NSW. This study uses three analytical tools. Importance-Performance
Analysis (IP A) is used to map the relationship between the interests of service users ( consumers)
with the performance of service providers, as well as gaps in the hope of service attributes.
Customer Satisfaction Index (CSI) is used to analyze the level of satisfaction of respondents
overall. Samples are cargo shipping services company portnet users. Based on this
research note that the NSW service attribute responsiveness, cooperation and coordination
of response agencies the implementation of NSW. In addition, the attribute service time out
scout ships and ship service move / shift needs to be maintained.

Key words: National Single V\1ndow, Seruices, Inaportnet.