The Satisfaction Level of Unloading Catches Service Customers at Nizam Zachman Jakarta Oceanic Fishing Port.

Abstract

Nizam Zachman Jakarta Oceanic Fishing Port has several common functions with other fishing port, one of them is the unloading catches service. The objectives of this research are to describe the condition of unloading catches service, to determine the level of customer satisfaction and identify the factors that are determine the level of customer satisfaction towards unloading catches service at Nizam Zachman Jakarta Oceanic Fishing Port. This research used a case study research method. Data were analyzed with several analysis such as Descriptive Analysis, Customer Satisfaction Index Analysis (CSI), Importance Performance Analysis (IPA) and GAP Analysis. The unloading catch activities are divided into two location points that are in the West Dock and East Dock, the location of the unloading catches service is located in the Integrated Services Office and Smart Fishermen Car, the member of unloading catches service officers consisted of 6 officers, the service hours is at 07.00-16.00. The procedure of unloading catches service starts from the ship entering the port, then reports to the port officer, then the officer inspects the documents and the physical condition of the ship, finally if allowed the ship may unload the catches. The results of the CSI analysis obtained the level of customer satisfaction towards unloading catches service at Nizam Zachman Jakarta Oceanic Fishing Port was amounted to 81.78%, which means the level of customer satisfaction was in the category of "Very Satisfied". Factors that mainly affects the unloading catches service at Nizam Zachman Jakarta Oceanic Fishing Port were satisfied are the continuity of the unloading catches activity, confidentiality of documents, followed by the presence, capabilities, availabilities and the attitude of officers during the unloading catches service. Factors that determine the service were unsatisfied are intelligibility and consistency of service fees, opening and closing time of the service and the physical condition of the places and unloading catch facilities.