The Level of Customer Satisfaction Toward Vehicle Terminal Handling Performed by The Port Service Provider

Euis Saribanon, Subandi Subandi, Paul Sipoh Hutahuruk, Rohana Sitanggang


The aim of this study is to know the level of customer satisfaction toward vehicle terminal handling performed by PT Indonesia Kendaraan Terminal. The authors have researched five dimensions of service quality, namely Tangible, Reliability, Responsiveness, Assurance, and Emphaty. This study uses quantitative research method with a descriptive explorative approach. Data collection is done by distributing questionnaires to 35 companies being PT Indonesia Kendaraan Terminal’s customers as saturated sample. The technique for data analysis uses the method of Importance Performance Analysis and Customer Satisfaction Index. The result of research shows that the service performance of PT Indonesia Kendaraan Terminal still has some weaknesses which need to be paid attention. From the calculation of CSI value for PT Indonesia Kendaraan Terminal’s customer service, it finds the figure as big as 65.33% which can be interpreted as being included in the category of Fairly Satisfying.


Service Quality; Performance; Importance; Satisfaction

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