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

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

Abstract


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.


Keywords


Service Quality; Performance; Importance; Satisfaction

Full Text:

PDF

References


A, P., Leonard, L., & Valarie, A. (1991). Understanding Customer Expectations of Service. Sloan Management Review, 32(3), 39.

Abbas Salim. (2012). Manajemen Transportasi. Jakarta: PT Raja Grafindo Persada.

Azzopardi, E., & Nash, R. (2013). A critical evaluation of importance-performance analysis. Tourism Management, 35, 222–233. https://doi.org/10.1016/j.tourman.2012.07.007

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). The service-quality puzzle. Business Horizons, 31(5), 35–43. https://doi.org/10.1016/0007-6813(88)90053-5

Bhote, K. R. (1996). Beyond customer satisfaction to customer loyalty : the key to greater profitability. New York: AMA Membership Publ. Division.

Chu, R. (2002). Stated-importance versus derived-importance customer satisfaction measurement. Journal of Services Marketing, 16(4), 285–301. https://doi.org/10.1108/08876040210433202

Fandi Tjiptono. (2008). Service Managemen Mewujutkan layanan Prima. Yogyakarta: Andi.

Guswanto, B., Gumilar, I., & Hamdani, H. (2012). Analisis Indeks Kinerja Pengelola dan Indeks Kepuasan Pengguna di Pelabuhan Perikanan Samudera Nizam Zachman Jakarta. Jurnal Perikanan Dan Kelautan, 3(4), 151–163.

Kotler, P., & Keller, K. L. (2006). Marketing Management (12th ed.). New Jersey: Prentice-Hall Inc.

Martilla, J., & James, J. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77–79.

Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis. Industrial Marketing Management, 33(4), 271–277. https://doi.org/10.1016/S0019-8501(03)00055-5

Miro, F. (2005). Perencanaan Transportasi untuk Mahasiswa, Perencana, dan Praktisi. Jakarta: Erlangga.

Nurhayatin, O. T., Mudzakir, A. K., & Wibowo, B. A. (2015). Journal of Fisheries Resources Utilization Management and Technology Online di : http://www.ejournal-s1.undip.ac.id/index.php/jfrumt Journal of Fisheries Resources Utilization Management and Technology Volume 4 , Nomor 1 , Tahun 2015 , Hlm 52-59, 4, 52–59.

Saomole, B., & Susanto, B. (2013). Analisis Persepsi Penumpang Terhadap Kualitas Pelayanan Angkutan Laut Di Pelabuhan Regional Sanana. Teknik Sipil, 12(3), 202–209.

Saribanon, E., Sitanggang, R., & Amrizal. (2016). Kepuasan Pengguna Jasa Transportasi Untuk Meningkatkan Loyalitas. Jurnal Manajemen Transportasi & Logistik, 03(03), 317–326. https://doi.org/http://dx.doi.org/10.25292/j.mtl.v3i3.81

Siyamto, Y. (2017). Kualitas Pelayanan Bank Dengan Menggunakan Metode IPA Dan CSI Terhadap Kepuasan Nasabah. Jurnal Ilmiah Ekonomi Islam, 03(01), 63–76.

Song, D.-W., & Yeo, K.-T. (2004). A Competitive Analysis of Chinese Container Ports Using the Analytic Hierarchy Process. Maritime Economics & Logistics, 6(1), 34–52. https://doi.org/10.1057/palgrave.mel.9100096

Sugiyono. (2014). Metode Penelitian Bisnis. Bandung: Alfabet.

Ugboma, C., Ibe, C., & Ogwude, I. C. (2004). Service quality measurements in ports of a developing economy: Nigerian ports survey. Managing Service Quality: An International Journal, 14(6), 487–495. https://doi.org/10.1108/09604520410569829

Ugboma, C., Ogwude, I. C., Ugboma, O., & Nnadi, K. (2007). Service quality and satisfaction measurements in Nigerian ports: An exploration. Maritime Policy and Management, 34(4), 331–346. https://doi.org/10.1080/03088830701539073

Widodo, S. M., & Sutopo, J. (2018). Metode Customer Satisfaction Index ( Csi ) Untuk Mengetahui Pola Kepuasan Pelanggan Pada E-Commerce Model Business To Customer. Jurnal Informatika Upgris, 4(1), 38–45.

Zeithaml, V. A., Parasurarnan, A., & Berry, L. L. (n.d.). Delivering Quality Service : Balancing Customer Perceptions and Expectations, 0–1.




DOI: https://doi.org/10.25292/atlr.v1i1.25

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.