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Abstract—The port has an important role as the gateway of Indonesia. Due to its automation and digitalization strategy,
regional economy, which becomes the determinant of therefore TTL needs to identify the quality of service
effective and efficient trading activities between islands and performance particularly on containerized related services.
between countries. Port is a company engaged in services, in
The level quality of service may be identified by
which customers or port users get stevedoring, cargo-
measuringtheexpectations of customersrelating to services they
dooring, receiving and delivering services. Thus, to gain
get at TTL. If the services providedare stated more than the
customer satisfaction and loyalty,port operators need to
expectation, then the services satisfactionmay be categorizedis
improve and maintain their quality of services. One of them
very good,or if it is less than the satisfaction level isnot good. In
in East Java Indonesia is Terminal Teluk Lamong (TTL).In
this study, the quality of service is assumedin three
undertaking its business, TTL as multipurpose terminal
dimensions[7], namely:
operator has a major function to flow the density and
accelerate the process of distributing goods in Eastern • Physical quality, constituting goods such as building
Indonesia. Data collection process in this study is completed condition and safety equipment;
byface-to-face interviews using structured and systematic • The quality of the company, referring to the company's
questionnaires and focus discussion group to potential port image and profile;
users particularly on containerrelated customers such as
ship crews, shipping agents, forwarders both for domestic • Interactive quality, coming from the interaction between
and international trades. Further, this studyapplies the the person includingbetween the terminal operator and the
method of Importance Performance Analysis (IPA) to customer.
determine the level of satisfaction, loyalty includingservice Furthermore, qualityof service may also be measured by
attributes of customer perceptions that need to be improved comparing the perceptions of customers for any services they
in order to improve the quality of service at TTL. have received with the level of services they expect[10].This may
Keywords—Service Performance, Customer Satisfaction, be achieved by constructing some determinants of qualityfactors
Customer Loyalty, Importance Performance Analysis (IPA). into five dimensions as listed in Figure 1, in which each
dimension reflects factorthe port users need to be considered in
understanding the quality of service, as follows:
I. INTRODUCTION a. Tangibles
In the port industry, TTL,as a subsidiary of Indonesia Port The ability of a terminal operatorin relation to the physical
Corporation (PELINDO) III,has beenoffering loading and facilities, equipment and employee performance.
unloading services both for container as well as dry bulk b. Reliability
cargoes not only in its hinterland in East and Central Java but The ability of the terminal operator to pursue the promised
also surround its foreland in Eastern Indonesia. In particular, service accurately and consistently.
TTLis considered as the onlynational green semi-automatic c. Responsiveness
terminal in Indonesia. Further, TTL alsorelatively is a new port,
The ability of staff to assist port users and provide
but has been equipped with advanced and automated tools
responsive services.
providingfasterrate of handling and accuracy of services
particular in containerized traffic. If containerized service is d. Assurance
concerned, TTL may be defined as one leading container Ability and attitudes of port staff possess in obtaining
terminal delivering online order and digitalized services in customer trust from the dangers or risks of doubts.
- Customer Loyalty
Customer
Satisfaction
communication sharing of customersto others due to their
- Responsiveness - Word of Mouth worthy experiences or called word of mouth.
- Assurance The recommendation of a product or service from the customer
- Empathy to others is a reflection of the high level of customer loyalty [1].
- Tangibles A customer is indicated to be loyal or loyal when making
regular or frequent purchases or conditions in which the
Figure 1. Scheme The Relation between Quality of Service with customer made a purchase at least twice in a certain
Customer Satisfaction [4] time[6].Further, due to literature above, customer loyalty may
beconstructed by three factors:
In the literature, customer satisfaction maybe defined as
perceived service performance including profitability, brand 1. Emotional driving
image and customer expectations with service quality level [3]. Whereby customers may be affected by a service brand that
In addition, perception is also considered as an opinion of what has its own attractiveness so that customers can flow to a
customers see and judge to the product or service they buy, terminal operator due to its brand.This reflects the
because each customer has a different view. Further, the characteristics of customers to the bonds of a terminal
terminology of satisfaction basically can mean anything related operator that arise from a brand. Thus, customers appear to
to users of a product or service, taking into account price, time, take pride in using the brand service.
execution, convenience, responsiveness, reliability and 2. Switching barrier
benefits[2]. Thus, various attributes of customer satisfaction as Barriers creating difficulties for customers to switch to
recommended by literature may be listed in Table 1 below. other terminal operators because customers are dissatisfied
with the current services related to flexibility they wanted,
Service • International anddomesticshipservice based on financial, social and psychological considerations
• Truckdriverservice that customers feel when switching to other terminal
• Forwardingservice operators [5].
• International 3. Customer focused attitude
anddomesticshippingagent Consumer attitudes that have a relationship of customer
• Cargoowner confidence in the services used. Consumer confidence
Delivery • Deliveryontime comes from customer knowledge of the attributes and
• Speedorrateofdelivery benefits of the services they use. Attributes to these factors
Staff • Goodservice are characteristic in the service quality.
• Availability The method of Importance Performance Analysis (IPA) was
• Knowledge first introduced by Martilla and James in 1977. with the aim of
• Reliability measuring customer satisfaction with the product or service.
• Friendliness The IPA method applies two-dimensional graphics in which the
• Receivecriticismandsuggestions vertical axis as an expectation attribute (importance) and
• Responsivetoquestions horizontal axis as performance attributes (performance). The
• Warrantyservice two-dimensional graph is divided into four quadrants which are
• Technicalservices often called the IPA Cartesian diagram as illustrated in Figure 2
Company • Corporatereputation below, shows each attribute according to the average value of
• Easeofdoingbusiness the customer's total.
• Invoiceclarity
• Invoices are ontime
Price • Serviceorhandlingtariff
• Total usagefeeandaddedvalue
Type of respondents ∑ Next is to determine the index value in Table 5 to describe the
EMKL 27 value of customer satisfaction and loyalty level with satisfaction
Domestic 14 index criteria and loyalty.
Ship Crew
Interntional 7
Index Satisfaction Category Loyalty Category
Shipping Agent Domestic 3
International 6
Total 57 0.00 – 1.00 Strongly Dissatisfied Strongly Disloyal
III. RESULTS
(c)
(b)
• The removing of shipwreck and need immediate satisfied with the current services in particularly on flexibility of
pinched and marked and not interfering ship's services they require.
berthingprocess In the future, therefore strategies of TTL to increase switching
• Extendthe shuttle bus routes barrier so that customer will bevery loyal to TTL is
2. Attributes asthe top of priority for international container required.More attention based on customer enquiries and
ship crew respondents: flexibility responses not only from higher level but also on
• Extended shuttle bus routes operational level need to be importantly considered. This also
• Better facilities of garbage facilities, traffic marine and includes the education effort to customers in understanding and
wifi connection for ship crew upgrading their business process following the development of
• Better tug-boats serviceincludingits controlled automation and digitalization process.
schedule
3. Attributes as the top of priority for freight-forwarders of In detail, the TTL needs to pay more attention in eradicating of
container respondents: causesof future low loyalty level on the switching barrier factor
• Facilitate online facilities with relevant agencies to in order tofulfillboth expectationof customers such as
make the process out ofgoods can be faster and comfortability and easiness in using TTL services, also
quarantine systems can be integrated customers need to be educated in adapting various online orders
• Apply e-care system for faster email response and services in their business process internally. Table 8 below
• Treat SIM access of B1 and B commonly equated listed attributes that need to be considered in the future.
• Evaluatethe payment system against price per-
container
• Better EIR coupled print counter Customer
Attribute
• Clarify rules of chargesinto a detail description entities
• Simplify services without diversification Shipping • Loading loading and unloading activities
4. Attributes as the toppriority for domestic container shipping agent in CY (Container Yard) are still slow to 2
agent respondents: domestic days for capacity 1500 TEUs, normal
• Improved management and good communication for condition 26-28 hours is completed
tug-boats • Registration of a set of chassis and its
• Additional payment facilities for other banks head to be weighing, is more flexible
5. Attributes as the toppriorityfor international container provided and applied
shipping service are:
• Extendthe length of the existing jetty
• Improvethe stabilization and consistency of shiploads Shipping Insufficient berthlength (± 500meters), expect
• Provide better service of fumigation and trucking agent to providelonger jetty up to 1000meters
services international
• Improve TTL coordination with customs and Forwarders New arrangement of SIM driver access B1 and
quarantine B as this time is distinguished
• Evaluate the response of container shifting when
required Ship crew The berthing line is interrupted by shipwreck
• The tug-boats service needs tobe controlled on the domestic and anchoring area of other boats and vessels
schedule
• The new arrangement of are for anchoring area of Ship crew The pilot service is often late arriving
boats and cruise line next to TTL water-area. international
REFERENCES