The Analysis of Service Quality Level of Customer Satisfaction and Loyalty at Terminal Teluk Lamong

Authors : Putri Febri Hardianti , R.O. Saut Gurning

Volume/Issue : Volume 3 - 2018, Issue 1 - January

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The port has an important role as the gateway of regional economy, which becomes the determinant of effective and efficient trading activities between islands and between countries. Port is a company engaged in services, in which customers or port users get stevedoring, cargo-dooring, receiving and delivering services. Thus, to gain customer satisfaction and loyalty,port operators need to improve and maintain their quality of services. One of them in East Java Indonesia is Terminal Teluk Lamong (TTL).In undertaking its business, TTL as multipurpose terminal operator has a major function to flow the density and accelerate the process of distributing goods in Eastern Indonesia. Data collection process in this study is completed byface-to-face interviews using structured and systematic questionnaires and focus discussion group to potential port users particularly on containerrelated customers such as ship crews, shipping agents, forwarders both for domestic and international trades. Further, this studyapplies the method of Importance Performance Analysis (IPA) to determine the level of satisfaction, loyalty includingservice attributes of customer perceptions that need to be improved in order to improve the quality of service at TTL.

Keywords : Service Performance, Customer Satisfaction, Customer Loyalty, Importance Performance Analysis (IPA).


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