Service Users' Satisfaction with Berthing Services and Basin Cleanliness at Nizam Zachman Jakarta Oceanic Fishing Port
Kepuasan Pengguna Jasa Tambat Labuh dan Kebersihan Kolam Pelabuhan Perikanan Samudera Nizam Zachman Jakarta
Abstract
Nizam Zachman Jakarta Oceanic Fishing Port (PPS Nizam Zachman Jakarta) is a Type A fishing port that provides berthing and mooring services and port basin cleanliness services, both of which directly support fishing vessel operations. This study aimed to analyze service users' satisfaction with these two services and to identify the service attributes that should be prioritized for improvement. A descriptive quantitative approach was employed. A sample of 92 respondents (vessel masters, crew members, and shipping agents) was determined using the Slovin formula from a population of 1,104 service users and selected randomly. Data were collected through a five-point Likert-scale questionnaire comprising 21 attributes based on the five SERVQUAL dimensions (12 berthing and mooring attributes and 9 port basin cleanliness attributes) and analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The CSI for berthing and mooring services was 81.59% (very satisfied) and for port basin cleanliness services was 81.60% (very satisfied), with an average of 81.59% (very satisfied). The IPA placed four attributes in Quadrant I (top priority): consistency of berthing services regardless of vessel, timeliness of berthing services as promised, availability of cleaning facilities, and officers' responsiveness to cleanliness complaints. These findings can serve as a basis for the port management in setting priorities for service quality improvement.
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