Analysis of the Relationship Between Service Quality and Customer Satisfaction in the Stevedoring Process at Hatta Makassar (TPM) and Bitung (TPB) Container Terminal

Syanne Pangemanan, Sumarni Aly, Muralia Hustim

2022

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 Hatta Makassar (TPM) and Bitung (TPB) 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 Hatta Makassar (TPM) and Bitung (TPB) Container Terminal, and (2) service quality indicators that are a priority to be improved in the stevedoring process at the Hatta Makassar (TPM) and Bitung (TPB) Container Terminal. The research was carried out at the Hatta Makassar Container Terminal and Bitung Container Terminal. The methodology used in this research was descriptive research methods. The results showed (1) customer satisfaction in the stevedirng process at the Hatta Makassar (TPM) and Bitung (TPB) Container Terminal as a whole has been fulfilled with the quality of this service with a percentage of customer satisfaction level of 73.74%, and (2) Service indicators which according to service users are a priority for Hatta Makassar (TPM) and Bitung (TPB) 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.

Paper Citation

in Harvard Style

Pangemanan S., Aly S. and Hustim M. (2022). Analysis of the Relationship Between Service Quality and Customer Satisfaction in the Stevedoring Process at Hatta Makassar (TPM) and Bitung (TPB) Container Terminal. In Proceedings of the 5th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES; ISBN 978-989-758-619-4, SciTePress, pages 863-869. DOI: 10.5220/0011904600003575

in Bibtex Style

@conference{icast-es22,
author={Syanne Pangemanan and Sumarni Aly and Muralia Hustim},
title={Analysis of the Relationship Between Service Quality and Customer Satisfaction in the Stevedoring Process at Hatta Makassar (TPM) and Bitung (TPB) Container Terminal},
booktitle={Proceedings of the 5th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES},
year={2022},
pages={863-869},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011904600003575},
isbn={978-989-758-619-4},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 5th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES
TI - Analysis of the Relationship Between Service Quality and Customer Satisfaction in the Stevedoring Process at Hatta Makassar (TPM) and Bitung (TPB) Container Terminal
SN - 978-989-758-619-4
AU - Pangemanan S.
AU - Aly S.
AU - Hustim M.
PY - 2022
SP - 863
EP - 869
DO - 10.5220/0011904600003575
PB - SciTePress