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The Level of Customer Satisfaction Toward Vehicle Terminal Handling Performed by The Port Service Provider
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The aim of this study is to know the level of customer satisfaction toward vehicle
terminal handling performed by PT Indonesia Kendaraan Terminal. The authors
have researched five dimensions of service quality, namely Tangible, Reliability,
Responsiveness, Assurance, and Emphaty. This study uses quantitative research
method with a descriptive explorative approach. Data collection is done by
distributing questionnaires to 35 companies being PT Indonesia Kendaraan
Terminal’s customers as saturated sample. The technique for data analysis uses the
method of Importance Performance Analysis and Customer Satisfaction Index.
The result of research shows that the service performance of PT Indonesia
Kendaraan Terminal still has some weaknesses which need to be paid attention.
From the calculation of CSI value for PT Indonesia Kendaraan Terminal’s
customer service, it finds the figure as big as 65.33% which can be interpreted as
being included in the category of Fairly Satisfying.
Euis Saribanon - Personal Name
Subandi - Personal Name
Paul Sipoh Hutahuruk - Personal Name
Rohana Sitanggang - Personal Name
Subandi - Personal Name
Paul Sipoh Hutahuruk - Personal Name
Rohana Sitanggang - Personal Name
NONE
electronic file
ITL Trisakti
2018
Jakarta
grostlog 2018
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