Service quality analysis on packaging terminal services at Tanjung Priok Port

• Main Authors: Tannady, Hendy, Lestari, Rahayu, Renwarin, Joseph M. J., Nurjanah, Siti, Destari, Dina
• Format: Conference Proceeding
• Language: English
• Subjects: Customer satisfaction; Customer services; Measuring instruments; Quality function deployment; Quality of service; Questionnaires
• ISSN: 0094-243X; 1551-7616
• DOI: 10.1063/5.0155107

Tanjung Priok Port is the biggest and busiest port in Indonesia. Fifty percent of all export-import flows in Indonesia through this port. One of the most important things in the service is customer satisfaction. Companies that can provide services according to customer expectations will build the customer satisfied. Customers who feel satisfied with the company’s services will remain loyal and be able to share the experience of the company’s performance to others. This study provides customer satisfaction analysis of port of Tanjung Priok container service using Servqual, Importance and Performance Analysis and Quality Function Deployment. Questionnaires as the service quality measuring instrument in this study was distributed to 100 respondents. Results in the Servqual method indicate that all attributes in the questionnaires have a smaller performance value than the customer’s expectation value. In the Importance and Performance Analysis method, there are 8 attributes that are the company’s top priorities for the evaluation and improvement. The Quality Function Deployment method is used to analyze the order of priority fixes that can be performed according to customer requirements.