RESPONSIVITAS SUMBER DAYA MANUSIA APARATUR DI KANTOR UNIT PENYELENGGARA PELABUHAN KELAS III SAPE KABUPATEN BIMA

Abstract

In realizing good port services to the community or service users who need them, an orderly and directed process is needed with service standard guidelines. As happened at the Class III Sape Port Organizing Unit Office, Bima Regency, related to the lack of direct outreach from the harbormaster to users. services regarding existing SOPs, for example, socializing the issue of ship visit costs, as well as the unavailability of suggestion box facilities, making it difficult for service users to convey their complaints. Research Objectives: 1) to describe the ability of employees to respond to service users of the Class III Sape Port Organizing Unit Office. 2) To describe the accuracy and thoroughness of employees in serving service users of the Sape Class III Port Organizing Unit Office. 3) To describe the ability to respond to complaints from human resources in serving service users of the Sape Class III Port Organizing Unit Office. This research uses descriptive research with a qualitative approach. Data analysis techniques in qualitative research are carried out during data collection, after completing data collection within a certain period. At the time of the interview, the researcher had carried out an analysis of the interviewee's answers. If the answers that have been obtained from the informant after analysis are not satisfactory, the researcher will continue the questions again to a certain stage until data is obtained that is considered ideal. Research results 1) Regarding service time, several service users responded favorably that the timeliness of service delivery was good, existing procedures were not complicated and were in accordance with existing SOPs; 2) Proper service, that is, there should be no mistakes made by port officers in serving service users, both in conversation and at work; 3) According to port service users, handling comfort complaints, handling cleanliness complaints, handling office facility complaints, and handling security complaints, especially in the harbormaster's office area, is good. The conclusions of this thesis are 1) port services are good, 2) port services must be on time, 3) port services must be able to accept customer complaints.