PROSES PELAYANAN JASA KAPAL PENUMPANG PADA PT PELAYARAN NASIONAL INDONESIA (PELNI) CABANG SURABAYA

Abstract

PT Pelayaran Nasional Indonesia (PELNI) Surabaya Branch is a company engaged in ship transportation services, passenger ship fleets, sea tolls and freighter fleets. The company serves domestic travel routes and stops at more than 94 ports throughout the archipelago. In running a business, sometimes there are obstacles that interfere with the service process of passenger ship services. So solutions and efforts are needed to minimize or overcome obstacles that occur during passenger ship service activities. This study uses qualitative descriptive research methods in the form of data collection techniques such as reference materials, observations, interviews, triangulation documentation. And the results of the research conducted, it can be concluded that passenger ship services at PT PELNI have met the Standard Operating Procedures (SOP) that have been set. Problems that occur during the passenger ship service process such as the PPSS (Pelni Passangers Service System) application system experience errors, so the efforts made on the part of PT Pelayaran Nasional Indonesia (PELNI) Surabaya Branch are contacting the central Jakarta to fix the problematic system. Even though when there is a problem in the passenger departure schedule system, it is very close so that a fast and precise process is neededso that passengers can get the services provided.