EVALUASI KINERJA PELABUHAN MALAHAYATI ACEH DALAM RANGKA MENDUKUNG TOL LAUT INDONESIA Oleh Taharuddin NIM 1309200060030 Komisi Pembimbing 1. Dr.Ir. Eldina Fatimah, M.Sc.Eng 2. Dr.Ir Masimin, M.Sc ABSTRAK Pelabuhan Malahayati merupakan salah satu pelabuhan yang tertua di Aceh. PT. Pelindo Imengambil alih pelabuhan ini pada tahun 1970. Pelabuhan ini masuk dalam kriteria pelabuhan umum yang diusahakan. Padatahun 1980 pelabuhan tersebut digunakan sebagai pelabuhan transit ke Pulau Sabang. Pelabuhan Malahayati resmi menjadi pelabuhan peti kemas pada tanggal lima Agustus tahun 2016. Berdasarkan hasil observasi dan tanya jawab dilapangan, ditemukan masih terdapat kekurangan dari segi utility fasilitas, masalah keterlambatan pelayanan, dan masalah pendukung lainnya yang harus di benahi. Tujuan penelitian ini adalah untuk mengevaluasi kinerja operasional dan kinerja Pengelolaan pelayanan kelembagaan pelabuhan Malahayati. Kinerja pelabuhan yang dievaluasi mencakup Berth Occupancy Ratio 2016 – 2018 dengan nilai sebesar (20%,19%,17,3) atau tingkat penggunaan dermaga, Yard Occupancy Ratio (YOR) diperoleh sebesar(42%; 44%; dan 29%), Shed Occupancy Ratio diperoleh sebesar (19%;19,2%; dan 2%) sedangkan Berth Troughput diperoleh sebesar (79;65; dan 65 ton/m3//tahun). Hasil tersebut menunjukkan bahwa kinerja pelayanan operasional pelabuhan Malahayati tergolong baik karena berada dibawah standar yang telah ditetapkan oleh Dirjen Perhubungan Laut. Untuk kinerja pengelolaan pelayanan kelembagaan hasil yang diperoleh Customer Satisfaction Indexsebesar (76,73 %). Hasil ini menunjukkan bahwa kinerja pengelolaan pelayanan kelembagaan pelabuhan Malahayati tergolong memuaskan Kata Kunci : pelabuhan, evaluasi, kinerja, Peti Kemas,customer satisfaction index EVALUATION OF OPERATIONAL PERFORMANCE OF MALAHAYATI PORT IN SUPPORTING THE SEA TOLL OF INDONESIA By: Taharuddin Student Reg. NO. 1309200060030 Committee of Dupervisor: Dr.Ir. Eldina Fatimah, M.Sc.Eng Dr.Ir Masimin, M.Sc ABSTRACT Malahayati Port is one of the oldest ports in Aceh. PT. Pelindo I took over this port in 1970. This port was included in the criteria of the operated public port. In 1980 the port was used as a transit port to Sabang Island. Malahayati Port officially became a container port on the fifth of August 2016. Based on the results of observations and interviews in the field, there were still shortcomings in terms of utility facilities, service delays, and other supporting issues that must be addressed. The purpose of this study was to evaluate the operational performance and performance of the management of the institutional services of Malahayati Port. The method used is to analyze the performance of port Operational Services is a qualitative method with a simple excel application while to analyze the performance of port institutional management using a quantitative method of customer satisfaction index (CSI). Based on the calculation of the operational performance of services of Malahayati Port from 2016 to 2018, it was found Berth Occupancy Ratio (21%; 19,5%; and 17,3%), Yard Occupancy Ratio (43%; 50%; and 23%), Shed Occupancy Ratio (38,4%; 38,2%; and 34,1%) and Berth Throughput (79; 63; and 65 tons / m3 / moon). Referring to the Decree of Director General of Sea Transportation, the performance of Malahayati Port is still relatively good. As for the calculation of the institutional management performance of Malahayati Port with the CSI method, the result of 76,73% shows that the institutional management performance of the Malahayati port is satisfactory based on the criteria table of service user satisfaction. Keywords: port, performance evaluation, customer satisfaction index