ANALISIS IMPLEMENTASI SINGLE TRUCK IDENTIFICATION DATA (STID) DAN GATE PASS SYSTEM DALAM MEMPENGARUHI KINERJA OPERASIONAL DAN TINGKAT KEPUASAN PELANGGAN (STUDI KASUS PT. PELABUHAN INDONESIA REGIONAL 2 CIREBON)

    Jakiyah Masuroh, - (2025) ANALISIS IMPLEMENTASI SINGLE TRUCK IDENTIFICATION DATA (STID) DAN GATE PASS SYSTEM DALAM MEMPENGARUHI KINERJA OPERASIONAL DAN TINGKAT KEPUASAN PELANGGAN (STUDI KASUS PT. PELABUHAN INDONESIA REGIONAL 2 CIREBON). S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Pelabuhan sebagai tempat yang memiliki peran strategis dalam sistem logistik nasional, terutama dalam mendukung kelancaran distribusi barang melalui moda transportasi laut dan darat. PT Pelabuhan Indonesia (Persero) Regional 2 Cirebon sebagai pelabuhan curah strategis, menghadapi tantangan dalam pengelolaan kendaraan masuk dan keluar area pelabuhan secara efisien dan aman. Untuk menjawab tantangan ini, perusahaan mengimplementasikan sistem Single Truck Identification Data (STID) dan Gate Pass berbasis digital guna menggantikan proses manual yang kurang efektif. Penelitian ini bertujuan untuk mengevaluasi tingkat kepuasan pelanggan terhadap penerapan kedua sistem tersebut menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Penelitian ini menggunakan pendekatan kualitatif dan observasi perusahaan serta pengamatan implementasi. Hasil analisis menunjukkan bahwa implementasi STID dan Gate Pass memberikan dampak positif terhadap efisiensi operasional, keamanan, serta kelancaran proses verifikasi dan akses kendaraan. Nilai CSI menunjukkan tingkat kepuasan pelanggan berada pada kategori sangat puas, yaitu sebesar 86,02% untuk STID dan 85,10% untuk Gate Pass. Meskipun demikian, analisis IPA mengidentifikasi beberapa indikator yang masuk dalam Kuadran I dan memerlukan perhatian serta perbaikan segera. Sementara itu, sebagian besar indikator berada pada Kuadran II, menunjukkan bahwa aspek-aspek tersebut sudah berjalan baik dan perlu dipertahankan, sedangkan indikator di Kuadran III dan IV tetap perlu diawasi untuk menjaga kinerja operasional. Ports play a strategic role in the national logistics system, particularly in supporting the smooth distribution of goods via sea and land transportation modes. PT Pelabuhan Indonesia (Persero) Regional 2 Cirebon, as a strategic bulk port, faces challenges in managing the efficient and safe entry and exit of vehicles in and out of the port area. To address these challenges, the company has implemented a Single Truck Identification Data (STID) system and a digital-based Gate Pass system to replace the less effective manual processes. This study aims to evaluate customer satisfaction levels regarding the implementation of both systems using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The study employs a qualitative approach, company observations, and implementation monitoring. The analysis results indicate that the implementation of STID and Gate Pass has a positive impact on operational efficiency, safety, and the smoothness of vehicle verification and access processes. The CSI values indicate that customer satisfaction is in the “very satisfied” category, with 86.02% for STID and 85.10% for Gate Pass. However, the IPA analysis identified several indicators in Quadrant I that require immediate attention and improvement. Meanwhile, most indicators are in Quadrant II, indicating that these aspects are already functioning well and need to be maintained.

    Baca Full Text klik disini
    [thumbnail of S_LK_2109964_Title.pdf] Text
    S_LK_2109964_Title.pdf
    Download (1MB)
    [thumbnail of S_LK_2109964_Chapter 1.pdf] Text
    S_LK_2109964_Chapter 1.pdf
    Download (371kB)
    [thumbnail of S_LK_2109964_Chapter 2.pdf] Text
    S_LK_2109964_Chapter 2.pdf
    Restricted to Staf Perpustakaan
    Download (504kB)
    [thumbnail of S_LK_2109964_Chapter 3.pdf] Text
    S_LK_2109964_Chapter 3.pdf
    Download (901kB)
    [thumbnail of S_LK_2109964_Chapter 4.pdf] Text
    S_LK_2109964_Chapter 4.pdf
    Restricted to Staf Perpustakaan
    Download (801kB)
    [thumbnail of S_LK_2109964_Chapter 5.pdf] Text
    S_LK_2109964_Chapter 5.pdf
    Download (389kB)
    [thumbnail of S_LK_2109964_ Appendix.pdf] Text
    S_LK_2109964_ Appendix.pdf
    Restricted to Staf Perpustakaan
    Download (5MB)
    Official URL: http://repositori.upi.edu
    Item Type: Thesis (S1)
    Additional Information: https://scholar.google.com/citations?user=H28_rnoAAAAJ&hl=en#d=gs_hdr_drw&t=1757148146346 SINTA ID : 6745872 SINTA ID : 6745746
    Uncontrolled Keywords: Single Truck Identification Data (STID), Gate Pass, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) Single Truck Identification Data (STID), Gate Pass, Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI)
    Subjects: L Education > L Education (General)
    Divisions: UPI Kampus Serang > S1 Logistik Kelautan
    Depositing User: JAKIYAH MASUROH
    Date Deposited: 19 Sep 2025 03:17
    Last Modified: 19 Sep 2025 03:17
    URI: http://repository.upi.edu/id/eprint/137942

    Actions (login required)

    View Item View Item