Strategy for Improving Service Quality at the Semarang Maritime Polytechnic

Abstract

This study aims to analyze user satisfaction levels, identify the key determinants of service quality, and formulate strategies to improve service performance at the Polytechnic of Sailing Science (PIP) Semarang. A qualitative approach was employed through in-depth interviews, observations, focus group discussions (FGDs), and document analysis, involving informants consisting of cadets, lecturers, and administrative staff engaged in service processes. The findings indicate that the overall level of user satisfaction falls into the “Excellent” category, with a Student Satisfaction Index (IKM) score of 3.58 or a converted value of 89.58. Nevertheless, several aspects still require improvement, particularly in service speed, facility maintenance, and communication effectiveness between the campus and cadets. The most influential factors affecting service quality include instructor competence, facility quality, administrative system effectiveness, and the application of information technology in both academic and non-academic processes. SWOT analysis reveals that the cadet dining facility continues to face issues related to insufficient capacity, inefficient layout, and suboptimal ventilation, which reduce user comfort. Opportunities for improvement—such as renovation, spatial reorganization, meal shift arrangements, and digital queue systems—should be utilized to prevent health risks and avoid a decline in institutional reputation. In the area of certificate distribution, the use of authorization letters has been shown to create opportunities for brokerage practices and identity misuse. Eliminating authorization letters through digital verification using QR codes, OTP, biometrics, as well as implementing online queuing systems and strengthening SOPs, becomes a crucial strategy to enhance service security and accountability. Overall, improving service quality atPIP Semarang focuses on three main strategies: strengthening academic quality, modernizing facilities and learning technologies, and digitalizing administrative services. The implementation of these strategies is expected to enhance overall service performance and strengthen the institution's competitiveness.