Di Kota Tarakan terdapat beberapa pelabuhan salah satunya yaitu Pelabuhan Intimung Taka. Pelabuhan ini tergolong pelabuhan kecil karena keadaan fasilitas yang masih sangat terbatas serta infrastuktur yang belum memenuhi standar pelabuhan nasional, dimana hal ini berdampak pada tingkat pelayanan di Pelabuhan Intimung Taka. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan penumpang dan cara untuk meningkatkan kualitas pelayanan pada speedboat non regular di Pelabuhan Intimung Taka Tarakan. Pada penelitian ini data primer bersumber dari kuisioner tingkat kepuasan penumpang dan wawancara terkait permasalahan secara teknis, serta data sekunder berasal dari tarif speedboat, rute perjalanan, dan jumlah penumpang. Metode yang digunakan dalam penelitian ini yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), dan Quality Function Deployment (QFD). Hasil dari penelitian ini didapatkan nilai CSI sebesar 83,1% yang menunjukkan secara umum bahwa penumpang merasa sangat puas terhadap fasilitas dan pelayanan speedboat non regular di Pelabuhan Intimung Taka Tarakan. Hasil analisis berdasarkan metode IPA dan QFD dapat digunakan sebagai cara untuk meningkatkan kualitas pelayanan terhadap kinerja speedboat non regular di Pelabuhan Intimung Taka Tarakan yaitu dengan menyediakan sarana penumpang untuk naik/turun dari dan ke speedboat dan melakukan penambahan dan perbaikan fasilitas di dalam speedboat.


Kata Kunci : Tingkat Pelayanan, Kepuasan Penumpang, Customer Satisfaction Index, Importance Performance Analysis, Quality Function Deployment

In Tarakan City, there are several ports, including Intimung Taka Port. This port is classified as a small port due to the limited facilities and substandard infrastructure that do not meet national port standars which has an impact on the level of service at Tarakan Intimung Taka Port. The purpose of the research was to determine the level of passenger satisfaction and to identify the strategies for enhancing the quality of service provided on non-regular speedboats at Tarakan Intimung Taka Port. This research uses both primary and secondary data sources. The primary data comprises questionnaires on passenger satisfaction levels and interview related to technical problems. The secondary data comprises speedboats fares, travel routes, and the number of passengers. The methods used in this research are Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and Quality Function Deployment (QFD). The results of the research obtained a CSI value of 83,1% which shows that passengers are very satisfied with the facilities and services provided by non-regular speedboats at Tarakan Intimung Taka Port. The results of the analysis based on IPA and QFD methods can be used as a way to enhance the quality of service provided for the performance of non-regular speedboats at Tarakan Intimung Taka Port. This may be achieved by ensuring the availability of adequate passenger facilities for boarding and disembarking the speedboat, as well as through the implementation of necessary additions and improvements to the existing facilities on the speedboat. Keywords : Level of Service, Passenger Satisfaction, Customer Satisfaction Index, Importance Performance Analysis, Quality Function Deployment