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

Ainun Nisalatin Najiyah, M. Dachyar

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

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.

Original languageEnglish
Title of host publicationProceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management, 2021
PublisherIEOM Society
Pages1613-1621
Number of pages9
ISBN (Print)9781792361241
Publication statusPublished - 2021
Event11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021 - Virtual, Online
Duration: 7 Mar 202111 Mar 2021

Publication series

NameProceedings of the International Conference on Industrial Engineering and Operations Management
ISSN (Electronic)2169-8767

Conference

Conference11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021
CityVirtual, Online
Period7/03/2111/03/21

Keywords

  • Container Terminal
  • House of Quality (HOQ)
  • Importance Performance Analysis (IPA)
  • Service Quality (SERVQUAL)

Fingerprint

Dive into the research topics of 'Service quality improvement strategy for container terminal using SERVQUAL and house of quality'. Together they form a unique fingerprint.

Cite this