Analysis of Customer Satisfaction Levels and Service Quality in the Stevedoring Process at Container Terminals (Case Study at Surabaya, Makassar and Bitung Container Terminals)

  • Syanne Pangemanan, Sumarni H Aly, Muralia Hustim
Keywords: : Stevedoring , Container Terminal, Customer Satisfaction, Service Quality

Abstract

This research is based on the phenomenon of several indicator of service quality and level of customer satisfaction in the stevedoring process at the Container Terminal the Surabaya, Hatta - Makassar and Bitung Container Terminal which is still below the standard of port operational service performance. This research aims to determine (1) the level of customer satisfaction with service quality in the stevedoring process at the Container Terminal Surabaya, Hatta - Makassar and Bitung Container Terminal, and (2) service quality indicators that are a priority to be improved in the stevedoring process at the Container Terminal of Surabaya, Hatta - Makassar and Bitung Container Terminal. The research was carried out at the Container Terminal of  Surabaya, Hatta - Makassar and Bitung Container Terminal. The methodology used in this research was descriptive research methods. The results showed (1) The current service performance at Surabaya, Hatta - Makassar and Bitung Container Terminals with quality has a significant and positive effect on satisfaction. Every quality increases by 1 point, satisfaction will increase by 0.257 points. The contribution of the effect of service quality on satisfaction is 5.5%, and (2) Service indicators which according to service users are a priority for container terminal at Surabaya, Hatta - Makassar and Bitung Container Terminal to be improved, namely: container loading and unloading operator services, availability of loading and unloading facilities, dwelling time, transparent and compliant service fees, certainty of service hours, and illegal levies.

Published
2023-03-27
How to Cite
Syanne Pangemanan, Sumarni H Aly, Muralia Hustim. (2023). Analysis of Customer Satisfaction Levels and Service Quality in the Stevedoring Process at Container Terminals (Case Study at Surabaya, Makassar and Bitung Container Terminals). Design Engineering, (1), 213 - 223. Retrieved from http://thedesignengineering.com/index.php/DE/article/view/9778
Section
Articles