ANALISIS TINGKAT KEPUASAN EKSPORTIR DAN IMPORTIR BUAH TERHADAP KUALITAS PELAYANAN TERMINAL PETIKEMAS SURABAYA

Industrial Growth in East Java has increased export value by 2017. The main commodity of this province is mainly from vegetables and fruits. The potential of such a large area should be supported by adequate transportation facilities and infrastructure. One of the supporting facilities is PT. Terminal Petikemas Surabaya. To increase customer loyalty is needed strategy of service to consumer. The purpose of this study is to determine the level of customer satisfaction on service quality of PT. Terminal Petikemas Surabaya. The data was collected through questionnaires distributed to 50 exporters and importers through PT. TPS. Questionnaires were distributed during working hours and conducted by Importance Performance Analysis method and Customer Satisfaction Index. Based on the results of the analysis and data processing questionnaire, concluded that for export and import activities there are 2 variables whose performance level is higher than the level of importance such as empathy and physical appearance. Meanwhile, the factor with the level of importance is higher than the level of performance such as reliability, responsiveness and assurance. For attribute with highest priority are port facilities (road, sanitation and firefighter) with percentage 93.89%. While, attribute with lowest priority is attribute of service dock with percentage 65.42%. Overall percentage of satisfaction level is satisfied with the percentage of 66.13% which means overall service user in this case is the consumers are satisfied with the services provided by PT. TPS