Hastono, Bambang Susetyo and Eliza, Yolanda (2019) Implementasi Sepuluh Prinsip Pelayanan Publik di PT Pelabuhan Indonesia II (Persero) Cabang Bengkulu. Caritas pro Serviam, 39 (1). pp. 1-23. ISSN 1410-4547

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Abstract

The purpose of this study is to know the implementation of the ten principles of public services delivered by PT Pelabuhan II (Persero) Bengkulu Branch which provides the port services. The method used is qualitative with descriptive type supported with percentage as the simple quantitative data. The data collection techniques used was observation, documentation, interview and questionnaires. The questionnaires were distributed to 30 customers of port services especially container service, freight service and ship to ship service in order to know the perception of customers toward implementation of the ten principles of public services delivered by PT Pelabuhan II (Persero) Bengkulu Branch. The ten principles of public service were based on the minister's decision No. 63 of 2003 on General Guidance of Public Service. They include the principle of simplicity, clarity, time certainty, accuracy, security, responsibility, facilities/technology, accessibility or approachability, disciplinary, courtesy and hospitality and comfort or convenience. The result of this study concluded that PT Pelabuhan II (Persero) Bengkulu Branch has already implemented the ten principles of service very well. The perception of customer indicates that 67.19% custumers absolutely agreed and 31.01% agreed that PT Pelindo II (Persero) Bengkulu Branch has implemented the ten principle of public service very well. The rest or only 1.78 % customers less agree. This implies that PT Pelindo II (Persero) Bengkulu Branch has a very strong commitment to public service quality.

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