The Satisfaction Level of Unloading Catches Service Customers at Nizam Zachman Jakarta Oceanic Fishing Port.
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Date
2019Author
Laksono, Arief Bayu
Astarini, Julia Eka
Wiyono, Eko Sri
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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.