Analysis of the Relationship Between Service Quality and Customer

Satisfaction in the Stevedoring Process at Hatta Makassar (TPM) and

Bitung (TPB) Container Terminal

Syanne Pangemanan

, Sumarni H. Aly

and Muralia Hustim

Doctoral Program Student, Department of Civil Engineering, Hasanuddin University, Indonesia

Department of Civil/Environmental Engineering, Hasanuddin University, Indonesia

Keywords: Stevedoring, Container Terminal, Customer Satisfaction, Service Quality.

Abstract: This research is based on the phenomenon of several indicator of service quality and level of customer

satisfaction in the stevedoring process at the Hatta Makassar (TPM) and Bitung (TPB) Container Terminal

which is still below the standard of port operational service performance. This research aims to determine (1)

the level of customer satisfaction with service quality in the stevedoring process at the Hatta Makassar (TPM)

and Bitung (TPB) Container Terminal, and (2) service quality indicators that are a priority to be improved in

the stevedoring process at the Hatta Makassar (TPM) and Bitung (TPB) Container Terminal. The research

was carried out at the Hatta Makassar Container Terminal and Bitung Container Terminal. The methodology

used in this research was descriptive research methods. The results showed (1) customer satisfaction in the

stevedirng process at the Hatta Makassar (TPM) and Bitung (TPB) Container Terminal as a whole has been

fulfilled with the quality of this service with a percentage of customer satisfaction level of 73.74%, and (2)

Service indicators which according to service users are a priority for Hatta Makassar (TPM) and Bitung (TPB)

Container Terminal to be improved, namely: container loading and unloading operator services, availability

of loading and unloading facilities, dwelling time, transparent and compliant service fees, certainty of service

hours, and illegal levies.

1 INTRODUCTION

Sea transportation is the backbone of world trade and

encourages globalization, in line with the rapid

development of the world economy which has

brought the use of containers. The port is a node in

the transportation network, as a gateway for

economic activity, a place for transportation mode

switching activities, supporting industrial trading

activities, and a place for distribution, production and

consolidation of cargo or goods. To serve various

types of ships and all activities related to shipping and

receiving goods through containers, a container

terminal is needed. Construction and development of

container terminals in the context of container

services is a necessity and a demand for various ports

in the world (Simbolon and Achmadi, 2012).

PT. Pelabuhan Indonesia IV is a State-Owned

Enterprise engaged in port services that provides port

facilities and infrastructure in order to support the

smooth flow of ships, passenger transportation,

delivery of goods, and become one of the port centers

in Eastern Indonesia which oversees several port

branches and based in Makassar. Mission of PT.

Pelabuhan Indonesia IV is to implement government

program policies in the field of economy and

development through port services, as well as to gain

profits for companies by conducting port service

businesses and other businesses that support the

quality of port services, for example docks and other

facilities for mooring, loading and unloading of

goods, passenger

transportation, loading and

unloading equipment, as well as other services related

to ship piloting and ship delaying. Hatta

Makassar

Container Terminal and Bitung Container

Terminal

are services in the port sector under PT. Indonesian

Port IV, which functions to serve container loading

and unloading activities, container stacking,

container receiving or delivery, and other supporting

activities.

Hatta Makassar Container Terminal and Bitung

Container Terminal are one of the business segments

of PT. Pelabuhan Indonesia IV (Persero) which is

Pangemanan, S., Aly, S. and Hustim, M.

Analysis of the Relationship Between Service Quality and Customer Satisfaction in the Stevedoring Process at Hatta Makassar (TPM) and Bitung (TPB) Container Terminal.

DOI: 10.5220/0011904600003575

In Proceedings of the 5th International Conference on Applied Science and Technology on Engineering Science (iCAST-ES 2022), pages 863-869

ISBN: 978-989-758-619-4; ISSN: 2975-8246

863

engaged in loading and unloading containers from

and to ships. The services provided are oriented to

cost efficiency and time effectiveness as well as

customer satisfaction, the improvement efforts are

supported by the availability of modern facilities and

equipment as well as implementing an international

standard service system (ISO 9002: 1994 Certificate).

In this research what is meant by stevedoring is an

activity to unload goods from the ship to the dock, or

vice versa loading from the dock to the ship. Freight

port and the factors that influence the level of

satisfaction of the freight port service, including

waiting time and loading and unloading costs.

Satisfaction targeted in this study relates to

satisfaction with the service of imports and exports of

goods. This research purpose is to analyze the

relationship between service quality and the level of

customer satisfaction in the stevedoring process at the

container terminal, namely when unloading goods

from ship to dock, and loading goods from dock to

ship.

2 LITERATURE REVIEW

2.1 Container Terminal

According to Government Regulation No. 69 Tahun

2001 Pasal 1 ayat 1, concerning Ports, a port is a place

consisting of land and surrounding waters with

certain boundaries as a place for government

activities and economic activities that are used as a

place for ships to dock, dock, up and down.

passengers and/or loading and unloading of goods

equipped with shipping safety facilities and port

support activities as well as a place for intra and

intermodal transportation. According to Triatmodjo

(1996), ports can be divided into several aspects of

review, namely in terms of their operation, in terms

of their operation, functions in national and

international trade, in terms of their use and

geographical location. Where the port of goods must

have a dock equipped with facilities for loading and

unloading of goods.

The container terminal is a port supporting facility

that is engaged in loading and unloading of goods.

Transport using containers allows goods to be

combined into one in a container so that loading and

unloading activities can be mechanized. This can

increase the amount of cargo that can be handled so

that loading and unloading times are faster. The

container terminal is one of the transportation

infrastructure that serves the loading and unloading of

goods using ship transportation. Inside the container

terminal is supported by several facilities that are

prepared to serve its customers. The components

which are also the facilities of a container terminal in

supporting the smooth handling of containers

including loading and unloading in a container

terminal are facilities and infrastructure. The facilities

consist of the Port Pier, Container Stacking Field,

Container Freight Service (CFS), Maintenance and

Repair Shop, Control Tower, Ship Planning Center,

and Weighting Bridge. Infrastructure consists of

Gantry Crane, Sraddle Carrier, Forklift, Sidelift, Roll

Trailer, and Head Truck or Chassis.

2.2 Loading and Unloading Containers

According to the Decree of the Minister of

Transportation of the Republic of Indonesia No. 33 of

2001 concerning the Organization and Operation of

Sea Transportation, loading and unloading activities

are activities of moving goods from sea transportation

to land transportation modes and vice versa, which

includes the following activities: (1) Stevedoring,

which is an activity of moving goods from the ship's

hold until the goods are released from the ship. slings

on the pier or vice versa, and (2) Receiving and

delivery; receiving is the activity of receiving goods

from service users to the temporary storage area

(CY), and delivery is the activity of withdrawing

goods or sending goods from the temporary storage

area (CY) to the service user's warehouse.

Meanwhile, the activities of unloading and loading

goods that do not go through the stacking place

(warehouse or stacking yard) are: Truck Losing and

Kade Losing.

2.3 The Concept of Customer

Satisfaction on Service Quality

Creating customer satisfaction can bring a number of

benefits, including seamless business-to-customer

relationships, creating a sound basis for repeat

purchases and customer loyalty, and forming word of

mouth recommendations that benefit the company's

business. Basically, the concept of customer

satisfaction includes the difference between

expectations and perceived performance or results.

2.4 Loading and Unloading Containers

Based on the Decree of the Minister of

Administrative Reform No. KEP/25/M.PAN/2/2004

concerning General Guidelines for Compiling the

Community Satisfaction Index, the service principle

is developed into 14 (fourteen) relevant, valid, and

iCAST-ES 2022 - International Conference on Applied Science and Technology on Engineering Science

864

reliable dimensions, as the basic elements that must

be fulfilled in measuring the satisfaction index are:

1. Service procedures, especially the ease of

service steps, provide convenience and clarity of

service flow to container port service users.

2. Service requirements, namely in particular the

technical and administrative requirements

needed to obtain container terminal services.

3. Clarity of Service Officers, namely the

existence and certainty of service providers.

4. Discipline of Service Officers, namely the

seriousness of officers when providing services,

especially to the consistency of working time.

5. Responsibilities of Service Officers, namely

clarity of authority and responsibility of officers

in managing service performance.

6. Ability of Service Officers, namely the

qualifications and skills of agents to provide or

complete services to container port service

users.

7. Speed of Service, namely the target service time

can be completed within the time specified by

the container terminal.

8. Fairness in Service Reception, namely the

implementation of services without

distinguishing the class or status of service users

served at the container terminal.

9. Politeness and Friendliness of Officers, in

particular the attitudes and behavior of officers

in providing services to users in a polite and

friendly manner as well as mutual respect and

appreciation.

10. Fairness of Service Charges, in particular the

accessibility of service users to the rates

determined by the container terminal.

11. Cost Certainty, which has determined the

adequacy between the fees paid by the service

user and the fees charged.

12. Service Guarantee, especially the

implementation of service time, in accordance

with the requirements set by the container

terminal.

13. Environmental Comfort, namely the condition

of clean, orderly and orderly service facilities

and infrastructure so as to provide a sense of

comfort to service recipients.

14. Service Security, namely ensuring the level of

environmental security of the facilities used, so

that service users feel comfortable in receiving

services against the risks posed by service

performance.

3 RESEARCH METHODS

3.1 Research Methods

This research is a quantitative and qualitative type

with surveys and direct field observations because it

has the final result, namely knowing how big the level

of customer satisfaction is with service performance.

The survey was carried out using a questionnaire as

the data collection instrument. The aim is to obtain

information about a number of respondents who are

considered representative of a particular population.

While the observation is that the researcher goes

directly to the field to record systematically, and can

control its reliability (reliability) and validity

(validity), with the support of secondary data. The

data is then analyzed to get a conclusion.

3.2 Location and Time Research

The research location which is the object of research

is the Port of Indonesia (PT. Pelindo) Region IV,

namely at the Hatta-Makassar Container Terminal in

South Sulawesi, and the Bitung Container Terminal

in North Sulawesi. The time of the study was carried

out for 4 months. Implementation of a preliminary

survey through interviews and observations. The

reason for choosing the location of Hatta Makassar

Container Terminal and Bitung Container Terminal is

because the two Container Terminals are the largest

in PT. Pelindo IV. Another reason is that the number

of service users and the flow of goods at the two

container terminals continues to increase.

3.3 Data Collection Techniques

Each paper must have an abstract. The abstract should

appear justified, with a linespace exactly of 11-point,

a hanging indent of 2-centimeters, spacing before of

12-point and after of 30-point, and font size of 9-

point. The sentence must end with a period.

3.4 Data Collection Techniques

The population in this study were all customers of the

Hatta Makassar Container Terminal and the active

Bitung Container Terminal, which totaled 54

companies/person. The sample is part of the number

and characteristics possessed by the population. The

sample which is part of the population in this study

from the results of calculations using the slovin

formula amounted to 35 used as respondents. The

sampling method used in this study is non-probability

sampling using accidental sampling technique. The

Analysis of the Relationship Between Service Quality and Customer Satisfaction in the Stevedoring Process at Hatta Makassar (TPM) and

Bitung (TPB) Container Terminal

865

reason researchers use this method is because it is

faster and because of the limited time of the study.

The research population that is being targeted in this

research is the users and management of the container

terminal authority.

3.5 Data Collection Stages

The data collection method used in this research is the

survey method. The survey method used is Interview,

Questionnaire and Literature Study. To collect

research data, a research instrument is used in the

form of a questionnaire consisting of questions about

service quality, customer satisfaction and the

correlation between service quality and customer

satisfaction which is composed of 14 dimensions and

36 indicators. Data was obtained by distributing

questionnaires to customers who use the services of

the Hatta Makassar Container Terminal and Bitung

Container Terminal.

3.6 Data Collection Stages

The initial research conducted was by literature study.

The method in this research is planned to use

qualitative and quantitative methods at the research

site. Qualitative methods are data that only classify,

for example the classification of container port

service levels based on service quality and customer

satisfaction, namely physical appearance - tangible,

reliability, responsiveness, assurance, and empathy.

So that the output can be presented in the form of a

percentage of each element. Quantitative method is

an objective description based on research results or

data in the form of numbers. In this case, the

importance of service and the quality of service

performance is ranked using 5 (five) points, namely:

Table 1: Rating and performance service quality.

No. Answer Weight

1 Very Important 5

2 Important 4

3 Quite Important 3

4 Less Important 2

5 Not Important 1

Meanwhile, the level of performance/customer

satisfaction aspect of container terminals is ranked

using a 5 (five) point scale, namely:

Table 2: Rating aspects of performance/customer

satisfaction.

No. Answer Weight

1Ver

Good / Ver

Satisfie

2 Good / Satisfie

3Fairl

Good / Fairl

Satisfie

4 Less Good / Less Satisfie

5 Not Good / Not Satisfie

In this research there are 2 (two) variables

represented by the letters X and Y, where X is the

level of performance of the container terminal

(quality of service) that provides customer

satisfaction and Y is the level of customer interest

(customer satisfaction).

3.7 Data Analysis Technique

3.7.1 Validity Test

Validity test is a test step that is carried out on the

contents of an instrument (questionnaire) to measure

the accuracy of the instrument used in research. So

that, the validity of an instrument is related to the

level of accuracy of the measuring instrument in

research. To find the value of validity, that is by

correlating the score of the instrument items with the

Pearson Product Moment formula as follows:

Figure 1: Formula to find the value of validity.

Where,

rxy = Correlation Coefficient / rcount

∑x = Total score of each item

∑y = Total score (all items)

N = Number of Respondents

In this research, the instrument validity was

calculated using Microsoft Excel with a significance

level of 0.05 (Pearson Product Moment Correlation).

The criteria for testing the validity of this research are

as follows:

1. If r

count

≥ r

table

, then the instrument or item in the

question has a significant correlation with the total

score, meaning that the question is declared valid.

2. If r

count

≤ r

table

, then the instrument or item in the

question is not significantly correlated with the

total score, meaning that the question is declared

invalid.

iCAST-ES 2022 - International Conference on Applied Science and Technology on Engineering Science

866

3.7.2 Importance Performance Analysis

(IPA)

The analysis carried out is the level of suitability of

importance and performance, different tests and

priority mapping is carried out with IPA. The data

that has been obtained from the questionnaire is

analyzed with Importance Performance Analysis

(IPA) to obtain the level of conformity between the

performance of container services and respondents'

expectations of container services. Provided that the

service satisfaction of Makassar and Bitung

Container Terminals was the level of compatibility

between the performance of the Hatta Makassar

Container Terminal and Bitung Container Terminal

on the level of interest/expectations of service users

or consumers. To get the level of conformity use the

following formula:

Figure 2: Formula to get the level of conformity.

Where:

Tki = Respondent Suitability Level

Xi = Performance Assessment Score

Yi = Interest rating score

After getting the level of conformity, then

calculate the average of all variables of importance

and performance which are the limits in the Cartesian

diagram. Where the elaboration of each variable is

carried out using the following formula:

Figure 3: Formula for elaboration of each variable.

Where,

𝑋



= Average score of performance level

𝑌



= Average score of importance level

N = Number of respondents

K = Number of variables that can affect service

user satisfaction

3.7.3 Customer Satisfaction Index (CSI)

Analysis

In the analysis of the Customer Satisfaction Index, the

average score for the level of performance and the

average score for the level of importance was used to

determine the level of overall service user satisfaction

with the services of Makassar Container Terminal and

Bitung Container Terminal. In this analysis, the

average score of the level of performance and

importance is multiplied to get the product value, then

all the products of the average score of the level of

performance and level of importance are added up

and then divided by the total score of the average level

of importance and yields the percentage level of

satisfaction overall for Makassar Container Terminal

and Bitung Container Terminal services.

4 RESULTS AND DISCUSSION

4.1 Validity Test

After getting the rcount value, then comparing the

rcount obtained with the rtable with a significance

level of 5%. If rcount > rtable it means valid,

otherwise if rcount < rtable it means invalid. Where

the rtable used in this study for 35 respondents is

0,404. In processing this validity data, using the

validity test calculation formula, namely:

𝑟



∑(∑)(∑)





∑



(∑)





∑



(∑)





(1)

X = Score obtained by the subject of all items

Y = Total score obtained from all items

N = 35

∑𝑋 = Total item score

∑𝑌 = Total score of items

Then the validity test for all questions based on the

results of the validity test above with all the

statements in the research questionnaire declared

valid.

4.2 Performance Level and Interest

Level Analysis

Based on the data obtained from the results of a

survey of 35 respondents using Makassar Container

Terminal and Bitung Container Terminal, it is

possible to analyze the Level of Conformity between

Performance Levels and Interest Levels for each

service dimension at Makassar Container Terminal

and Bitung Container Terminal. Based on the survey

results, from the overall service indicators, an average

level of conformity was obtained with a percentage of

82.3% from 36 service indicators at Makassar

Container Terminal and Bitung Container Terminal.

Where the level of conformity obtained is still in very

good criteria.

Analysis of the Relationship Between Service Quality and Customer Satisfaction in the Stevedoring Process at Hatta Makassar (TPM) and

Bitung (TPB) Container Terminal

867

4.3 Performance Level and Interest

Level Analysis

In the Cartesian diagram, the average Performance

Level 𝑋



becomes the ordinate in the Cartesian

diagram and the average Importance Level 𝑌



becomes the ordinate in the Cartesian diagram. And

the total average of all attributes for each

Performance Level 𝑋



and Importance Level 𝑌



will be

the limit that describes the quadrant position in the

Cartesian diagram.

The performance level score and the importance

level score of each indicator as well as the average

value of each indicator can be calculated by the

formula below, to get the 𝑋



and 𝑌



values, namely:

𝑋







𝑑𝑎𝑛 𝑌







(2)

Where,

𝑋



= Average Performance Level Score

𝑌



= Average Interest Level Score

Xi = Performance Level Score

Yi = Importance Score

N = Number of Respondents = 35 Respondents

The following is the calculation of the values of 𝑋



and 𝑌



𝑋



∑





𝑎𝑛𝑑 𝑌



∑





(3)

Where,

∑𝑋



= 131,08 (Total sum of 𝑋



)

∑𝑌



= 159,91 (Total sum of 𝑌



)

K = 36 (Number of Service Indicators)

So the value of 𝑋



= 3,63 and 𝑌



= 4,42.

Figure 4: Cartesian diagram of Makassar and Bitung

container terminal services.

4.4 Service User Satisfaction Level

To determine the overall level of satisfaction at

Makassar Container Terminal and Bitung Container

Terminal, the Customer Satisfaction Index (CSI)

method was used. The calculation of the Customer

Satisfaction Index uses the formula:

𝐶𝑆𝐼 =



  

𝑥 100% (4)

Where,

T = Total Score from Multiplication of Interest

Level Score x Performance Level = 589,62

Y = Total Interest Level Score = 159,91

CSI = Percentage of Satisfaction Level

𝐶𝑆𝐼 =

,

  ,

𝑥 100% = 73,74% (5)

From the results of the above calculations, it is

known that the results of the calculation of the level

of customer satisfaction obtained from all service

indicators at the Makassar and Bitung Container

Terminals are 73.74%. These results are included in

the satisfied CSI criteria.

5 CONCLUSIONS

1. Makassar Container Terminal service users as a

whole are satisfied with the current service

performance at Makassar and Bitung Container

Terminals with a satisfaction level of 73.74%.

2. Service indicators that according to service users

are a priority for Makassar and Bitung Container

Terminals to be improved are: container loading

and unloading operator services, availability of

loading and unloading facilities, dwelling time,

transparent and compliant service fees, certainty

of service hours, and extortion.

ACKNOWLEDGEMENTS

In this study, the authors would like to express their

deepest gratitude to the Directorate General of Higher

Education, Research and Technology at The Ministry

of Education, Culture, Research and Technology.

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Bitung (TPB) Container Terminal

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