Abstract
Fulfillment freight user expectations of service quality is important for service organizations to face business competition. This analysis aims to determine what factors affect the service in the cargo terminal, create a model of the relationship between the factors that affect performance cargo terminal services, provides recommendation to improve the performance of services Cargo Terminal at Juanda Airport in Surabaya. The method used in this analysis is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). Respondents came from the expedition Air Freight and of the cargo transport services. IPA analysis known level of service performance still needs to be improved is the creation in serving customers queuing system, compensation for lost property damage in full, Leisure area of ??customer service, and the availability of parking facilities luas.Hasil CSI analysis resulting interpretation in value by 71.35%. This means that customers are quite satisfied primarily domestic cargo terminal services Juanda Airport in Surabaya.
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