EVALUATION OF DRY PORT SERVICE QUALITY USING ZONE OF TOLERANCE, IMPORTANCE-PERFORMANCE ANALYSIS AND KANO METHODS (Case Study: Cikarang Dry Port)

• Main Author: PUSPITASARI (NIM : 24212019), RENI
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/23887
• Institution: Institut Teknologi Bandung

The existence of industries in hinterland encourage of a dry port concept, which serves as seaports in general, to support the export, import, distribution of goods, <br /> <br /> <br /> and commodities produced. It brought the idea to evaluate the service quality of the dry port, along with the issue of congestion at Tanjung Priok port terminals. <br /> <br /> <br /> In an effort to simplify access to the Tanjung Priok port and hinterland (eg industrial area), as well as reducing traffic and congestion in the port of Tanjung <br /> <br /> <br /> Priok, Cikarang Dry Port as the operator should improve its service performance. <br /> <br /> <br /> For it must be identified variables that can affect the customer satisfaction of Cikarang Dry Port. The methods used to measure the service quality of Cikarang Dry Port are Zone of Tolerance, Importance-Performance Analysis and Kano methods. <br /> <br /> <br /> Based on calculations using the Zone of Tolerance obtained the satisfaction level of the service quality on the five Servqual dimensions reliability, responsiveness, assurance, empathy and tangible are above the minimum services. From the data processing is also obtained Measure of Service Adequacy (MSA) is positive value and Measure of Service Superiority (MSS) is negative value, which means the currently services is in the zone of tolerance, in which the customer is not satisfied but still can accept or tolerate the services quality provided. <br /> <br /> <br /> Based on the results through the integration of Servqual, IPA and Kano method obtained the attributes that must be prioritized for improvement, so that it can <br /> <br /> <br /> improve the customer satisfaction of Cikarang Dry Port, namely T23: provide a depo of container for treatment and maintenance, R4: ease the process of consolidation of goods, T18: clean and comfortable offices, R3: ease the process of cargoes acceptance and shipping, A12: the officers provide services and information correctly, RES8: the officers follow up customer complaints <br /> <br /> <br /> immediately, A14: security and safety guarantees of goods from damage and loss, T21: adequate loading and unloading equipment, RES7: officers fast and responsive in customers serving. Therefore, to maintain or improve customer satisfaction, then those attributes need to be a major concern by Cikarang Dry Port as the operator.