Online Quality of Services of Ship Procurement License at Kesyhbandaran Utama Tanjung Perak Surabaya Office

One of the efforts to create optimal services quickly and cheaply is by providing information technology for integrated  exchange of data and information. Tanjung Perak Surabaya Main Harbormaster Office implements an online service system in accordance with the Regulation of the Minister of Transportation of the Republic of Indonesia PM Number 154 of 2015 concerning Online Syahbandar Approval Letter Services, including the service of Ship Motion Approval Letters at the Port. The government through the Ministry of Transportation developed Inaportnet, which is an internet-based electronic single service system. The Inportnet concept is applied as a ship service system in terms of ports in the activities of arrival and departure of ships as well as plans for loading and unloading activities that can be carried out effectively and efficiently. The purpose of this research is to describe and analyze the Quality of Service for Ship Motion Permit Online at the Tanjung Perak Surabaya Main Harbormaster Office using the theory of electronic service quality by Ribbink et. al (2004). This research method is descriptive research with a qualitative approach, data collection is done by interview, observation, and documentation techniques. The results obtained are then collected, reduced, presented, and conclusions are drawn.

The results of this study indicate that the Quality of Service for Ship Motion Permits Online at the Tanjung Perak Surabaya Main Harbormaster Office shows that service quality is not optimal. It is said that it is not optimal because there are dimensions that do not meet the needs of service users, namely: there is no complaints and suggestions menu in the Inaportnet application, there is no data correction menu if an error occurs in the data input process so that service users have to process data input repeatedly, of course impede the work of shipping agents, especially in the process of applying for ship operating permits online.