AN ANALYSIS OF CUSTOMER SATISFACTON OF SHIPPING SERVICES AT SHIPPING AGENTS IN PT PELABUHAN INDONESIA (PERSERO) REGIONAL 2 TANJUNG PRIOK

Aulia Azkia Amehati, Jessica Febriana Sitohang, Denny J. Najoan, Abdul Ghafar

Abstract


This paper aims to analyze user satisfaction of shipping services at shipping agents in PT Pelabuhan Indonesia (Persero) Regional 2 Tanjung Priok. Several factors enhancing customer satisfaction and the importance of services given to the users were identified. This study applied a descriptive analysis technique and Importance Performance Analysis (IPA) to picture users' satisfaction. The results indicate that users in this study were highly satisfied with the shipping agents' services. Each quadrant shows that customer satisfaction significantly affects the port's activities. In this regard, PT Pelabuhan Indonesia (Persero) Regional 2 Tanjung Priok should improve and maintain its service quality to enhance customer satisfaction.


Keywords


customer satisfaction, service, importance performance analysis (IPA)

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DOI: https://doi.org/10.25292/atlr.v5i0.532

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