Measuring customer satisfaction on the container terminal service at Palembang Port in Indonesia based on servqual model

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Export values have increased annually as a result of the growth in industry in South Sumatera. Fertilizer, crude palm oil (CPO), coal, plastic and wood are among the main commodities in the region. Basic services as well as transportation are being made available in order to support this growth. The Palembang Port Container Terminal in Palembang town is just one of these service providers. Before establishing a profitable enterprise there is need for an effective policy aimed at achieving customer satisfaction. The main objective of this research is to ascertain the extent to which customers using the Palembang Container Terminal are indeed being satisfied. The principle aim of this research is to make an enquiry into the extent to which the cargo handling services at the Indonesian Container Terminal of Palembang Port are satisfying customers. The factors that will be considered include the physical appearance (tangible), mainstay (reliability), the ability to respond to customer needs (responsiveness), certainty (assurance), and finally the appreciation of the opinions and views of customers (empathy). The SERVQUAL model, conceptualised by Parasuraman et al. (1985) is employed as a major theory to appraise sendee superiority and customer satisfaction. This signifies that customer satisfaction could be quantified employing the different service quality aspects.Generally, there are a number of varied levels of satisfaction evident by the sendee users of Palembang Container Terminal. A number of the customers were sufficiently pleased with the level and state of current sendee. The research of this project showed that in-line with the service superiority> which currently pleases the customers, there are several aspects which have to be maintained in respect of attainment to fulfil the customer ’s expectation. There are also a number of areas that require improvement and raising of the service standard for the benefits of service utilisers. Some additional aspects that are usually competently performed by the firm but regarded as less significant and less pleasing to the customer, do also require attention to provide a sendee which meets customer expectations.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

TDMG LEM m

Penerbit

Jakarta : Indonesia Port Corporation II., 2013

Deskripsi Fisik

viii, 81 p., ; illus : 30 cm ; charts ; pictures

Bahasa

English

ISBN/ISSN

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Klasifikasi

MG

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Port Services
Customers service
Service Quality

Info Detail Spesifik

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Pernyataan Tanggungjawab

Ilham Leman

Versi lain/terkait

Lampiran Berkas

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