Abstract
Background: Tenau Container Port Terminal’s operation in Kupang City has low-quality services. Few studies have tried to consider the QFD and IPA methods along with other methods. Therefore, this study will try to complement previous studies using the Customer Services Index (CSI) to evaluate and improve the terminal service quality. Objective: The aim of this study is to analyze container operational services’ performance at the Port of Tenau-Kupang and find solutions to improve the container terminal services quality. The objective is to complement previous studies with regard to evaluating and improving the terminal service quality. Methods: This study uses the Customer Services Index (CSI), Importance Performance Analysis (IPA), and Quality Function Deployment (QFD) to evaluate and improve the container terminal services quality. Results: Several strategies such as equipment routine maintenance, truck and workers’ readiness, optimal utilization of tugboats, preparation of additional container yards, worker certification, and additional training for operators are recommended to enhance operational services’ ports. Conclusion: The results of this study have several similarities with the results of previous studies, especially those related to technical problems. On the other hand, there are differences in results with other studies due to differences in environmental conditions and characteristics of human resources.
Highlights
Indonesia’s enormous economic potential in all parts of the archipelago requires the transportation sector’s participation as a driver of the economy
This study aims to evaluate and improve the quality of service at the Tenau port terminal using three different methods, namely Importance Performance Analysis (IPA), Quality Function Deployment (QFD), and Customer Satisfaction Index (CSI)
Customer Satisfaction Index (CSI), this method shows that the level of service expedition companies respondent's satisfaction related to operational services for containers obtained a CSI score of 69.92%, which was declared “Satisfied.” According to the shipping company, a CSI score of 52.63% for ship services was reported as “Quite Satisfisfied.”
Summary
Indonesia’s enormous economic potential in all parts of the archipelago requires the transportation sector’s participation as a driver of the economy. This study aims to analyze container operational services' performance at the Port of Tenau-Kupang to improve terminal service quality. Several studies try to evaluate and improve the quality of terminal services. Several methods of improving the quality of terminal services, such as Importance Performance Analysis (IPA), Quality Function Deployment (QFD), and Port Performance Indicators (PPI), have been used in various studies. The IPA method has been used in research related to operational service performance conducted at the Port of Tanjung Perak Surabaya [3]. Another study using the QFD method was the research conducted by Razik on dry bulk terminals in Malaysia [4]. A researcher from Korea, conducted a study related to container ports' performance using the IPA method. This study will try to complement previous studies using the Customer Services Index (CSI) to evaluate and improve the terminal service quality
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