ANALYSIS OF THE QUALITY OF RO-RO CARGO SERVICES IN PATIMBAN PORT USING THE IMPORTANCE PERFORMANCE ANALYSIS - POTENTIAL GAIN IN CUSTOMER VALUE METHOD

• Main Author: Dian Iskandar, Febrianto
• Format: Theses
• Language: Indonesia
• Subjects: Transportasi ; transportasi darat
• Online Access: https://digilib.itb.ac.id/gdl/view/81155
• Institution: Institut Teknologi Bandung

Patimban Port is one of the National Strategic Projects (PSN) based on Presidential Decree no. 47 of 2016. The construction of Patimban Port was carried out to reduce logistics costs by bringing the production center (manufacturing industry) closer to the port outlet. Apart from that, it is hoped that the presence of the Patimban port can reduce the level of congestion in Jakarta by moving some of the heavy transport traffic outside the capital area. Therefore, PT. Patimban International Port (PPI) as the operator must improve its service performance to customers so that it can increase the number of Ro-Ro Cargo service users. For this reason, service attributes must be identified that can influence service user satisfaction. The method used to measure the quality of Ro-ro Cargo services is the Importance Performance Analysis and Potential Gain in Customer Value method. Based on the results of calculations using Importance Performance Analysis and Potential Gain in Customer Value, there are 5 (five) service quality attributes that are the main priority for improvement, namely in quadrant I, namely ease of access to Patimban port, speed and ease of processing documents (export/import) , Integrated security and monitoring system Competitive rates, Guarantee of security and safety of goods from damage and loss (ISPS Code Compliance). For service attributes included in Quadrant II, namely service attributes that must be maintained, namely Consistency of Service Schedule, Concern for customer needs and desires, Serving fairly (without favoritism), Queuing system based on first come first service, Cargo Ro-Ro Operating System ( CARTOS) assists in operational activities, more effective and efficient vehicle terminals, adequate loading and unloading equipment, clean and comfortable offices (Port, Custom, Immigration, Quarantine and operator offices).