Eka Sukmawati Primary Author Dian Lieska Ocviany Additional Author Indarno Sugeng Rahardjo Additional Author Mahardhika Andiansyah Additional Author Marthaleina Ruminda Sitorus Additional Author Yosi Pahala Additional Author

This research aims at determining the quality of “Inaportnet” services by comparing service performance and service users’ expectations. A quantitative approach with Importance Performance Analysis (IPA) method was used with saturated sample of 23 respondents. The primary data was collected by distributing questionnaires. The analysis was carried out to determine the service performance suitability to the service users expectations which was described using IPA Matrix in the form of Cartesian diagram. The results show that the total level of conformity is 94.46%, therefore, the suitability of the overall service performance is still below the expectations of service users. However, judging by the Score Interpretation Guidelines, the level of service users’ suitability is already fulfilled. Gap Analysis was used to find out whether there was a gap in services at Banten Port by finding out the score differences between the performance value and the expectations value. The results of the Gap Analysis show that each item of the instruments is negative that means each instruments still needs to be reviewed and improved.