Service excellence on the sea: User satisfaction in Belawan Samudera Fishing Port Indonesia

Authors

  • Suadi Department of Fisheries, Faculty of Agriculture, Gadjah Mada University, Sleman Regency, Special Region of Yogyakarta, Indonesia
  • Dumas Ailuul Syahrianda Department of Fisheries, Faculty of Agriculture, Gadjah Mada University, Sleman Regency, Special Region of Yogyakarta, Indonesia
  • Djumanto Department of Fisheries, Faculty of Agriculture, Gadjah Mada University, Sleman Regency, Special Region of Yogyakarta, Indonesia

Keywords:

Belawan, CSI, Satisfaction, Fishing port, Service

Abstract

The aim of this study was to assess the influence of service quality on user satisfaction at Belawan Samudera Fishing Port, Indonesia, a critical hub of fish logistics and supply chain in the Malacca Strait. The study used a mixed-method approach, by combining surveys, observations, and in-depth interviews with the key informants, within August and September 2023. The evaluation of the fishing port service quality was based on five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The study involved a total of 66 respondents with overall satisfaction rating of 75.5%, indicating that users generally provided positive feedback. However, three port facilities did not meet the standards in the Minister of Maritime and Fisheries Affairs Decree Number 8 of 2012. The study showed the lack of empathy and assurance aspects and propose to focus on enhancements to increase the customer satisfaction. This study highlighted that optimizing operational efficiency and user satisfaction required improvements of regulatory compliance and quality management at the fishing port.

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Published

2024-06-24

How to Cite

Suadi, Syahrianda, D. A., & Djumanto. (2024). Service excellence on the sea: User satisfaction in Belawan Samudera Fishing Port Indonesia. Maritime Technology and Research, 7(1), Accepted Manuscript. Retrieved from https://so04.tci-thaijo.org/index.php/MTR/article/view/270067

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Vol. 7 No. 1 (2025): January - March (Upcoming Issue)

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