ANALISIS KUALITAS LAYANAN BONGKAR MUAT DI PT TERMINAL PETIKEMAS SURABAYA DENGAN METODE SERVQUAL DAN QFD

Endhy Bastian, Vita Ratnasari, Fuad Achmadi

Abstract


PT Terminal Petikemas Surabaya (TPS) has become one of the port services company has
been trusted by various Indonesian and international companies in the management of international
and domestic containers as well as various other loading and unloading services. PT TPS in providing
international
container
management
services
is
required
to
adjust
its
service
level
in
accordance

with
international
standards.
Based
on
the
Key
Performance
Indicator
(KPI),
the
performance
of
PT

TPS
compared
to
some
international
ports
in
terms
of

Trund-Around Time (TRT), Gross Mover Per
Hour (GMPH), and Berth Move Per Hour (BMPH) are still far behind with ports in UAE, Asia Pacific
and India. The low performance of PT TPS based on the three indicators shows that the quality of
service PT TPS still needs to be repaired.

In this research, perception analysis and customer expectation with Service Quality (SERVQUAL)
method to measure service quality of PT TPS. The gap between perception and customer expecta-tion
from Service Quality (SERVQUAL) is improved by Quality Function Deployment (QFD) method. And
based on the two analysis, the preparation of strategies that should be applied by PT TPS to improve
the quality of service.

The results obtained show that all dimensions have satisfaction level “satisfied” which means that
customers value the services provided by PT TPS is enough to meet expectations but still not maximal.
Furthermore, Cartesius diagram analysis showed that there are 5 indicators that need improvement
either immediately. The QFD analysis is performed to determine the recommended improvements on 5
indicators. Indicators that require top priority are indicators related to the competence of officers,
especially administrative officers. So the management recommendation is to make Standard Operating
Procedure (SOP) for each activity in port for administration officer.


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