TY - GEN
T1 - Service quality improvement strategy for container terminal using SERVQUAL and house of quality
AU - Najiyah, Ainun Nisalatin
AU - Dachyar, M.
N1 - Publisher Copyright:
© IEOM Society International.
PY - 2021
Y1 - 2021
N2 - 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.
AB - 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.
KW - Container Terminal
KW - House of Quality (HOQ)
KW - Importance Performance Analysis (IPA)
KW - Service Quality (SERVQUAL)
UR - http://www.scopus.com/inward/record.url?scp=85114231679&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85114231679
SN - 9781792361241
T3 - Proceedings of the International Conference on Industrial Engineering and Operations Management
SP - 1613
EP - 1621
BT - Proceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management, 2021
PB - IEOM Society
T2 - 11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021
Y2 - 7 March 2021 through 11 March 2021
ER -