Service quality improvement strategy for container terminal using SERVQUAL and house of quality

Abstract

Container terminal is one of the crucial parts in the port area. The increasing number of a customer complaint about the services is one of the main problems nowadays. This research aims to design a service quality improvement strategy for container terminal in Tanjung Priok port area. The SERVQUAL method applied to measure the gap between customer perception and expectation. The results from SERVQUAL will be categorized with Importance Performance Analysis (IPA) to determine which service attributes need improvement. The alternative strategies are generated by literature review and interviewing the expert. IPA and alternative strategy results are included in House of Quality (HOQ) matrix to determine strategic recommendations priority. The results of this research has the best strategy to improve service quality in Tanjung Priok container terminal.