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"Pelayanan publik di Indonesia termasuk pelayanan BUMN oleh sebagian masyarakat dirasakan masih jauh dari yang diharapkan. Hal ini menunjukkan bahwa masih adanya kesenjangan (gap) yang masih sangat lebar antara kwalitas pelayanan yang diharapkan oleh pengguna jasa dengan kwalitas pelayanan yang disediakan oleh penyedia jasa pelayanan. Perbedaan antara kwalitas pelayanan yang diharapkan dengan yang dirasakan oleh pengguna jasa tersebut dapat berasal anatara lain dari kurangnya kemampuan penyedia jasa untuk memaharni harapan para pemakai jasa, kurangnya standar pelayanan, lemahnya kemampuan petugas pelayanan dan kurang berhasilnya komunikasi antara penyedia jasa dan pengguna jasa.Agar kesenjangan kwalitas pelayanan antara kwalitas yang diharapkan dengan yang dirasakan semakin kecil maka perlu dilakukan upaya-upaya perbaikan kwalitas pelayan baik ditingkat manajemen, pelaksana maupun peralatan kerja yang diguanakan untuk memberi pelayanan. Pemahaman yang baik tentang pelanggan khususnya mengenai harapan-harapannya akan sangat membantu penyedia jasa pelayanan dalam meningkatkan kwalitas pelayanan. Bagaimana dengan kwalitas pelayanan jasa angkutan penumpang kapal laut yang diselenggarakan oleh PT Pelni ?. sejauh mana kesenjangan kwalitas pelayanan antara yang tersedia dengan yang dirasakan oleh pengguna jasa ?. untuk menganalisis kesenjangan kwalitas pelayanan ini dapat menggunakan analisa kesenjangan (gap analisys) yang dikembangkan oleh Parasuraman, Zeuithmal dan Berry yang disertai dengan rnélakukan penelitian baik terhadap penyedia jasa pelayanan maupun pemakai jasa pelayanan, maka penilaian terhadap kwalitas pelayanan dapat dilakukan lebih komprehensip.Metoda penelitian yang digunakan adalah dengan cara memberikan kuessioner yang berkaitan dengan dimensi pelayanan kepada pengguna jasa angkutan penumpang kapal lut dan karyawan PT Pelni melalui wawancara yang dilanjutkan dengan pengamatan lapangan terutama yang menyangkut fasilitas pelayanan. Kepada pihak-pihak yang berkaitan dengan pelayanan jasa angkutan penumpang kapal laut. Hasil penelitian menunjukkan bahwa pelayanan yang diselenggarkan PT Pelni cukup baik dan kesenjangan kwalitas pelayan relative kecil. Namun masih ada beberapa keluhan pemakai jasa yang masih menonjol antara lain pelayanan untuk memperoleh ticket dan kenyamanan mang tunggu sebelum pemberangkatan serta kenyamanan di atas kapal. Untuk itu hal-hal yang demikian akan lebih mendapat perhatian manajemen PT Pelni.

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Public services in Indonesia which include that of State- Owned Enterprises are stil far from meeting the expectations of many people. This shows that there is a big gap between the expected service quality and the available service quality. The difference between the service quality expected and received by the service users may result tram the incapability af the service providers to understand the service users' expectations. low service standard, weak work force, and lack of communication between the service providers and the users.

To minimize the gap between them, it is necessary to make serious efforts to improve the service quality both at management and operational levels. and equipment used for service provision. Better understanding of customers particularly their expectations will be of great help lor the service providers in improving the service quality. ln connection with the service quality questions such as: how is the service quality provided by PELNI ltd., one of the State- Owned Enterprises dealing with sea tra nsporlation services. like? How big is the gap between the available service quality and the one felt by the service users? To analyse these the writer uses service theory approach especially to the gap and to the service quality developed by parasuraman, zeithmal and Berry. To obtain truer picture of the gap and service quality the research has been conducted that covers 5 service dimension, i.e., tangible. realibility, responsiveness. assurance and empathy both to PELNI ltd as the service provider and to the passangers as service users.

The method ot the research used is through distributing questionnaires related with service dimension to the management of PELNI ltd and to the operational staff who are directly involved in the day -to-day service provision. To complete the data and to get additional information, interview proceeded by field observation especially in relation with service dimension has been conducted as well. The results ot the research show that the services provided by PELNI ltd. are relatively good and the gap is relatively small. However. partially several distinctive complaints from service users were found. Among other things are things like licketting service and waiting room comfort prior to departure and comfort on board. To improve the service quality such matters need to be paid attention to either by PELNI ltd. management and operational staff who are at the forefront in service provision."

"Penelitian dalam tesis ini berusaha untuk merekonstruksi dinamika sejarah pelayaran,perdagangan dan perebutan kekuatan politik dan ekonomi yang terjadi di kawasan Laut Sawu, Nusa Tenggara Timur. Kajian sejarah maritim ini diharapkan dapat merekonstruksi sejarah dari masyarakat di Nusantara yang hidup mengarungi lautan. Kajian sejarah maritim sering diabaikan oleh para sejarawan Indonesia karena mereka lebih suka merekonstruksi sejarah yang terjadi di daratan saja, kawasan laut malah dianggap tidak penting. ketimpangan terjadi karena sejarah Indonesia tidak ditulis utuh dalam pengertian sejarah tanah air. padahal dua pertiga wilayah Indonesia adalah kawasan laut yang justru menjadi media integrasi pulau-pulau sekitarnya.Banyak penduduk Indonesia yang hidup dari perdagangan, pelayaran dan kegiatan mengolah laut. Banyak dari budaya masyarakat kita yang temyata menjadikan laut, perahu dan pelayaran menjadi bagian dari legenda, sistem mata pencarian, sistem nilai dan asal-usul, termasuk masyarakat yang ada di kawasan laut sawu.Padahal dalam kajian ilmuwan asing dan sumber arsip Portugis dan Belanda, wilayah.ini memiliki dinamika pelayaran dan perdagangan maritim yang;-amai pada abad-abad yang lampau. Seperti halnya ramainya pelayaran kapal-kapal Bugis dan makasar yang berdagang dan jugs mencari tripang ke Australia utara (marege) dengan menjadikan wilayah Laut Sawu sebagai pangkalan armada dan perekrutan tenaga penyelam. Bahkan jugs kehadiran kapal-kapal Portugis, Cina, Belanda, Inggris dan Amerika selama abad-ke-19 dan awal abad ke-20 untuk mencari kayu cendana, lilin, gala lontar dan kuda. Portugis dan Belanda merupakan dua bangsa yang kemudian berebut hegemoni politik dan ekonomi di wilayah kawasan Laut Sawu ini."

"Compared to the domestic shipping companies, the role of foreign shipping companies in Indonesia's economy is Very dominant. The large demand of export and import transportation could not be handled by domestic shipping companies due to many weakness, such as the inadequate of high-quality ships, lack of financial institution Support, and management skill in international competition. Until this day the potency of natlonal?s cargo for domstic or international still dominated by foreign shipping companies. According to the Indonesian National Shipowners Association (INSA), the effect of that unequal at least US$ 12 billion of yearly potential income goes to foreign shipping companies. Those amounts are the total of international shipping expenses shipping companies. Those amounts are the total of internalional shipping expenses (US$ 10.5 billions) and domestic shipping expenses (3 trillions Rupiah). The 95% from average 450 millions ton/year of total export cargo from Indonesia are carried by foreign ships, as for domestic ship is 5%. For domestic cargo, the national shipping companies only obtained 89.9 millions ton or 59.99% as for foreign shipping companies they obtained 59 millions ton or 40.01%. Related to that, the author is interested to analyzing the taxation upon foreign shipping companies income. The subjects in this research is the implemetation operation of the tax levied of income tax based on the taxation policy subject to Indonesian taxation related to the foreign shipping companies income. As for the subject of this thesis is how to create assurance regarding the implementation of the tax levied of income tax from the foreign shipping companies income in Indonesia, in order to prevent tax avoidance or if taxpayer perform a tax evasion, it could be known as violation to the act of Income tax. The data compilation used qualitative method with descriptive analysis approach, which is describbing and analyzing the completed data. The data that used in this research were obtained by library research and field research techniques.All addition to economic capability shall taxable, including the addition to economic capability, which received or obtained by the operations of foreign ships in Indonesia. In this sector of business, the income could be in the form of freight, terminal handling charge, document fee, fuel adjusment factor, income from charter transaction by means of fully manned basis or bareboat basis, income from transactions of bareboat hire purchase, income from ship leasing, income from used ship overtaking, prolit from exchange rate, and income from fish shipping operation. Need synergy from income tax elements, that is tax policy, tax law and tax administration in order to taxed the income from foreign ships operation. Those elements shall be based on good taxation goal and principle, which contain principle of equity and certainty. Certainties are very important to create justice for taxpayers and tax personnel, whether the certainties in Tax Subject, Tax Object, tax tariff or tax procedure.Indonesia has own domestic rules regarding the foreign ship operating, but the origin country of that foreign ship also had their own domestic rules, so the coflict of taxation jurisdiction could be occur. Therefore, double tax prevention agreement is needed between the two countries in order to prevent the occurrence of tax evasion. The prevention of that double tax is obtained by agreement regarding with: a) elimination of dual residence, b) jurisdiction of each countries as domicile country and as source country, c) the prevention method for double tax must be applied by domicile country and d) establish the Mutual Agreement Procedure (MAP).From the results of field study shows that are several kinds of income from foreign shipping Companies which has not been clearly arranged, so there is no law certainty which are terminal handling charge, document fee, fuel adjustment factor, bareboat basis charter fee, income from bareboat hire purchase, income from used boat overtaking, profit/loss from rate exchange, and income from operation of foreign fish ship.There are several operation modus of tax evasion which done by taxpayer caused by more than one agent authorization which is spreading in several city port in Indonesia, the situation when agent is been replaced and the previous agent felt no more responsibility, even in the tax levied by other party and taxpayer it self did not pay the withholding income tax.The ongoing analysis regarding the tradition of international taxation is the tradition of international taxation is the tradition is not placing the permanent establisment as tax requirement for the source country and Indonesia did not implemented those tradition. Analysis were also performed regarding the existence unclearly tax regulation for several kinds above mentioned income, the inappropriate name of article 15 Income tax, the income scope which has to be arranged in Indonesia's domestic regulation, the tax procedure and operation modus of tax evasion.The conclusion based on the analysis is the lax rights of source country upon the profit of ships operation on international traffic not based on the concept of permanent establishment, the name of article 15 income tax is inappropriate since it is not include in tax procedure criteria, the particular calculation norm for net income shall be clearly stating the income variables which is included in norm calculation and which is exclude in the tax treatment. Indonesia's domestic regulation have got to be changed to not placing the requirements of permanent establisment and in case of effective management existence in Indonesia, then the tax treatment is equal with domestic shipping companies taxpayer, the name article 15 Income Tax is changed to appropriate type of tax, regulation of income variable subjected to Income Tax which is final and not, single NPWP for one taxpayer, the use of term "tax levied" for fully manned basis charter and eliminated the uncertainty of regulation to create law certanty."

"Negara Kepulauan Indonesia memerlukan alat transportasi laut (angkutan air) baik secara kuantitas maupun kualitas. Data menunjukkan bahwa investasi untuk angkutan air amat sedikit dibandingkan dengan kebutuhannya. Permasalahan yang ada dalam penelitian ini adalah: (1). Berapa besar dampak Investasi sektor perhubungan laut terhadap penciptaan Nilai Tambah Bruto (NTB) (2). Berapa besar dampak Investasi sektor Perhubungan Laut dalam Penyerapan Tenaga Kerja (3). Berapa besar backward linkage dan forward linkage akibat investasi di sektor perhubungan laut.Tujuan Penelitian ini adalah: (1) Mengukur dan menganalisis dampak investasi sektor perhubungan laut terhadap penciptaan NTB. (2) Menghitung dan menganalisis dampak multiplier yang ditimbulkan investasi perhubungan laut dalam penyerapan tenaga kerja serta implikasinya pada Ketahanan Nasional (3) Menghitung dan menganalisis besarnya backward linkage dan forward linkage akibat investasi di sektor perhubungan laut. Metode yang digunakan adalah metode Input-Output dengan tahun dasar 2010, periode yang diteliti adalah data investasi perhubungan laut 2007-2012.Hasil Menunjukkan Investasi di sektor perhubungan laut periode 2007-2012 dengan rata-rata: Rp 922.887 JT berdampak kepada: (1) NTB di sektor perhubungan laut dengan ratarata sebesar Rp 295.826 JT, dan Elastisitas NTB perhubungan laut rata-rata 0,86411 (2) Penciptaan tenaga kerja di sektor perhubungan laut dengan rata-rata 5.525 orang, Elastisitas tenaga kerja perhubungan laut rata-rata 0,69; implikasinya pada Ketahanan Nasional cukup baik karena banyak menyerap tenaga kerja (3) Forward Linkage dan Backward Linkage yang kuat pada sektor: Industri alat pengangkutan dan perbaikannya, Backward Linkage terkuat sektor Angkutan Darat: 1,295 dan Forward Linkage terbesar sektor Perdagangan: 2,652. Perhubungan laut (angkutan air) Backward Linkage: 1,215 dan Forward Linkage: 0,766.

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The Indonesian archipelagic states require sea transport (water transport) both in quantity and quality. The data show that investment in water transport is very little compared to the needs. Existing problems in this study were: (1). How large is the impact of marine transportation sector investments towards the creation of Gross Value Added (NTB) (2). How large is the impact of investments in the sector of Sea of Manpower Absorption (3). How large is the backward linkage and forward linkage due to investment in marine transportation sector.

The study objectives were: (1) To Measure and analyze the impact of marine transportation sector investments towards the creation of NTB. (2) To Calculate and analyze the multiplier effects generated sea transportation investment in employment and its implications on National Security (3) To Calculate and analyze the magnitude of backward linkage and forward linkage due to investments in the marine transportation sector. The method used is the Input-Output method with the base year 2010, the period under study is a marine transportation investment data from 2007 to 2012.

Results Shows Investment in sea transportation sector with the period 2007-2012 average: Rp 922 887 Milion impact on: (1) NTB in sea transportation sector with an average of Rp 295 826 Milion, and Elasticity NTB average sea transportation 0.86411 (2) Creation of employment in the marine transportation sector, with an average of 5,525 people, the labor elasticity sea transportation average 0.69; implications on National Resilience is quite good because a lot of employment (3) Forward and Backward Linkage Linkage strong on sectors: transportation equipment industry and improvement, the strongest sector Backward Linkage Land Transportation: 1,295 and Forward Linkage biggest trade sector: 2.652. Sea transportation (water transport) Backward Linkage: 1.215 and Forward Linkage: 0.766."

"Tesis ini membahas mengenai penerapan klausula baku dan tanggung jawab pelaku usaha dalam perjanjian pengiriman barang. Tesis ini bertujuan untuk menambah pengetahuan mengenai bagaimana penggunaan perjanjian baku dalam pelaksanaan pengiriman barang dan untuk mengetahui mengenai tanggung jawab pelaku usaha dalam melaksanakan perjanjian pengiriman barang serta pengaturan mengenai pemberian ganti rugi yang diberikan oleh pelaku usaha kepada konsumen jasa pengiriman barang apabila terjadi kehilangan, kerusakan atau keterlambatan penyampaian barang kiriman. Perjanjian pengiriman barang yang dibuat dengan format baku yang telah dipersiapkan oleh pelaku usaha, menimbulkan hak, kewajiban, serta tanggung jawab yang berbeda dari masing-masing pihak. Hak, kewajiban, dan tanggung jawab ini harus dipenuhi sebaik baiknya oleh masing-masing pihak. Apabila terjadi suatu kelalaian atau wanprestasi yang mengakibatkan suatu kerugian bagi konsumen, maka konsumen berhak menuntut ganti rugi dan pelaku usaha harus bertanggung jawab untuk memberikan ganti rugi kepada konsumen. Dalam menentukan besaran pemberian ganti rugi kepada konsumen, belum ada dasar hukum yang jelas yang dapat dijadikan sebagai acuan bagi konsumen maupun pelaku usaha. Penetapan pemberian ganti rugi masih didasarkan atas kesepakatan para pihak melalui proses negosiasi yang memerlukan waktu sehingga baik konsumen maupun pelaku usaha sama-sama dirugikan dengan terbuangnya waktu untuk proses negosiasi. Proses negosiasi yang berkepanjangan, pada umumnya terjadi pada kasus kehilangan barang kiriman berupa dokumen, sehingga baik konsumen maupun pelaku usaha kesulitan dalam menetukan nilai dokumen yang hilang. Adapun metode penelitian yang penulis gunakan adalah metode pendekatan yuridis empiris, yang mengumpulkan data primernya dilakukan dengan cara studi pustaka dan wawancara.

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This thesis discusses the application of standard clause and business actor?s responsibilities in the shipping agreement. This thesis aims to increase knowledge on how to use the standard agreement in the shipping implementation and to know about the business actor?s responsibilities in implementing the shipping agreement and the arrangement for indemnity granted by business actor to shipping customer in the event of loss, damage, and delay in the delivery of goods. The shipping agreement made in standard format which has been prepared by business actor creates the different rights, obligations and responsibilities to each party. Those rights, obligations and responsibilities shall be met as well as possible by each party. In case of negligence or breach of contract that resulted in a loss for consumer, therefore the consumer is entitled to demand compensation and the business actor shall be responsible to provide compensation to consumer. In determining the amount of compensation to consumer there is no clear legal basis yet which can be used as a reference for both consumer and business actor. Determination of compensation is still based on agreement between the parties through negotiation process that requires time so that both consumer and business actor experienced the waste of time during the negotiation process. Prolonged negotiation process generally occurs in the case of loss of shipment in the form of document, so that both consumer and business feel the difficulty in determining the value of missing document. As for the research method, researcher uses the approach of juridical-empirical method that the data collection is conducted primary by literature study and interview."

"Program pemerintah melalui konversi bahan bakar menjadi gas alam dengan penggunaan LNG sebagai bahan bakar untuk mendukung efisiensi layanan transportasi laut. Perluasan penggunaan gas alam di sektor maritim, akan mengurangi ketergantungan bahan bakar BBM yang telah digunakan oleh kapal di Indonesia. Di sisi lain gas alam bisa digunakan untuk seluruh sektor, industri, pembangkit tenaga listrik, bahkan sampai ke rumah tangga. Kasus ini diharapkan sejalan dengan tingkat emisi dari sektor ini sehingga bisa ditekan menjadi ramah lingkungan daripada menggunakan bahan bakar fosil. Berangkat dari latar belakang ini, studi tentang bunker LNG untuk mendukung program pemerintah perlu dilakukan dalam memastikan pasokan gas sebagai sumber energi nasional, yang diberikan dalam pemenuhan pasokan gas di beberapa daerah berdasarkan penemuan lapangan untuk Jumlah cadangan gas relatif kecil, belum dimanfaatkan karena lokasi terbatas, transportasi dan jumlah cadangan lainnya terkait ketersediaan infrastruktur, tidak tersedianya stasiun pengisian bahan bakar gas. Berdasarkan pendekatan ini diperlukan studi pendekatan LNG untuk menentukan kelayakan layanan transportasi laut khususnya Wilayah Timur Indonesia dari sisi ekonomi dengan membuat model NPV untuk analisis investasi infrastruktur bunkering LNG, analisis SWOT dalam rangka mengidentifikasi area yang membutuhkkan perhatian lebih lanjut dalam rangka meningkatkn viabilitas pembangunan infrastruktur bunkering LNG, analisis lingkungan untuk mendapatkan biaya total eksternal akibat jumlah kapal yang beroperasi di daerah pelabuhan disebabkan karena emisi kapal, dan analisis safety melalui pendekatan pada identifikasi bahaya, penilaian dan pengendalian resiko dengan meninjau potensi penyebab dan probabilitasnya pada aktivitas bunkering.

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AbstractThe government program through the conversion of fuel into natural gas with the use of LNG as fuel to support the efficiency of sea transportation services. Expanding the use of natural gas in the maritime sector, will reduce the dependence of fuel oil that has been used by ships in Indonesia. On the other hand natural gas can be used for all sectors, industries, power plants, even to households. The case is expected to be consistent with the emission levels of this sector so it can be reduced to environmentally friendly rather than using fossil fuels. Departing from this background, the study of LNG bunker to support government programs needs to be done in ensuring the supply of gas as a national energy source, provided in the supply of gas in some areas based on field findings. The amount of gas reserves is relatively small, untapped due to limited location, Transportation and other reserves related to infrastructure availability, unavailability of gas refueling stations. Based on this approach, it is necessary to study the LNG approach to determine the feasibility of sea transport services especially the Eastern Region of Indonesia from the economic side by creating an NPV model for investment analysis of LNG bunkering infrastructure, SWOT analysis in order to identify areas requiring further attention in order to improve viability of bunker LNG infrastructure development , Environmental analysis to obtain the total external cost due to the number of vessels operating in the port area due to ship emissions, and safety analysis through an approach to hazard identification, risk assessment and control by reviewing the potential causes and probabilities of bunkering activity. "