An Assessment of Consumer Perceptions: Evidence from Krakatau International Port in Indonesia

Abstract

The main problem in this research was the decreased capacity of the companies at Krakatau International Port, indicating the lowered customer satisfaction with grain cargo services at Krakatau International Port and the necessity for paying attention to the causes of the decreased number of grain cargo customers. This research aimed to evaluate the level of customer satisfaction with the service quality of Krakatau International Port. The methods used in this research were Customer Satisfaction Index and Importance Performance Analysis. The results of this research showed the attributes that should be prioritized for improvement by Krakatau International Port, namely the clarity of procedures for work permit requirements and flow. Some efforts are needed to manage customer criticisms and suggestions and competitive service prices from Krakatau International Port. The key finding was that there should be improvements in service quality to enhance the satisfaction of Krakatau International Port customers, such as improving the procedures for work permits, socializing the flows, improving the system of managing criticisms and suggestions from customers, and determining the strategy to manage port service prices by the applicable policy.