Customer Satisfaction: Between Expectation and Reality of Service Quality in Container Depot, Surabaya
Kepuasan Pelanggan: Antara Harapan dan Kenyataan Kualitas Layanan di Terminal Kontainer, Surabaya
DOI:
https://doi.org/10.21070/jbmp.v11i2.2072Keywords:
Service quality, customer satisfaction, container depot, expectation, realityAbstract
Improving service quality is a must for any company to cope with the high market demand. It is also a concern for shipping services companies. Quality is the benchmark for innovation among freight transportation business service providers to gain customer satisfaction. This research was conducted at a shipping service company that has several subsidiaries. One of which manages container depots in the Surabaya area. The change in the Depot concept caused Depot services to change, and customers felt a different impact. The effect of these changes made customers complain about the services provided by the Depot. This study aimed to determine the difference between expectations and reality of the services provided to determine the customer satisfaction of Container Depot in Surabaya using the SERVQUAL method. The sample is 70 customers of the 228 population. The research results showed that all attributes had negative gap values, which means that the customer was dissatisfied. The research gap is that this research was limited to SERVQUAL application in the niche sector of container depot services within the shipping industry. This creates a gap in understanding the unique challenges and service quality expectations. Therefore, the Depot must improve its service quality for each attribute and give more concern to the highest negative gap value (empathy, reliability, responsiveness, tangibility, and assurance). The implication of the research revealed that the depot must adapt their service quality to align with customer expectations and prioritize service improvement through staff training, enhancing communication with customers, and streamlining operational processes.
References
Bhattacherjee, A., & Sanford, C. (2020). Influence processes for information technology acceptance: An elaboration likelihood model. MIS Quarterly, 44(3), 1155–1179.
Cao, Q., et al. (2017). Assessing consumers' satisfaction and expectations through online opinions: Expectation and disconfirmation approach. Computers in Human Behavior, 75, 450-460.
Dewi, D. A. N. N. (2018). Modul Uji Validitas dan Reliabilitas. In Universitas Diponegoro. ResearchGate.
Grönroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books.
Hess, R. L., Ganesan, S., & Klein, N. M. (2003). Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction. Journal of the Academy of Marketing Science, 31(2), 127-145.
Hidayat, R., & Budiwan, M. (2019). The effect of service quality on customer satisfaction in logistics industry. Journal of Business and Logistics, 9(2), 113–124.
Janna, N. M. (2021). Konsep Uji Validitas dan Reliabilitas dengan Menggunakan SPSS. OSF Preprints, 1(1), 1–12.
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran. In Manajemen Pemasaran (13th ed., p. 138). Penerbit Erlangga, Jakarta.
Kotter, J. P. (1996). Leading Change. Harvard Business Review Press.
Kim, J., Park, S., & Lee, H. (2022). Digital Service Quality and Its Impact on Customer Satisfaction in the Post-Pandemic Era. Frontiers in Psychology. DOI: 10.3389/fpsyg.2022.842141.
Langley, J., & Capgemini. (2020). The State of Logistics Outsourcing: Results and Findings of the 2020 3PL Study. Capgemini Consulting.
Li, S., & Yang, X. (2020). "Port Logistics and Customer Loyalty: Applying the SERVQUAL Model." Journal of Maritime Economics and Logistics.
Mahendra, Y. S. (2020). Pengaruh Kualitas Pelayanan, Fasilitas, dan Lokasi terhadap Kepuasan Pasien di UPT Puskesmas Kutorejo Mojokerto. In Repository UNTAG. Universitas 17 Agustus, Surabaya.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82-104.
Nababan, B. O. (2018). Panduan Pengolahan Data Service Quality (Sq), Customer Satisfaction Index (Csi) Dan Index Performance Analysis (Ipa) Dengan Sofware Excel Dan Spss. Pelatihan Pengolahan Data Dengan Software SPSS Diselenggarakan LPPM STIE Dewantara Pada Tanggal 11 – 12 April 2018.
Nguyen, T. H., & Nguyen, T. T. (2021). Service quality and responsiveness in logistics services: Evidence from emerging markets. Asian Journal of Shipping and Logistics, 37(2), 173–182.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4)(November), 460–469.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Putra, A., & Wibowo, A. (2021). Analysis of service quality using SERVQUAL in container terminal services. Maritime Economics and Logistics Journal, 23(1), 45–58.
Ramadhini, N. S. (2022). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan E-Commerce Shopee Pada Jasa Pengiriman Barang Sicepat Halu Di Jakarta. In Repository STIEI. Sekolah Tinggi Ilmu Ekonomi Indonesia, Jakarta.
Rohman, A. S., & Yulianti. (2016). Pengaruh Kualitas Layanan Terhadap Kepuasan Pengguna di Perpustakaan Fakultas Ilmu Komunikasi. Edulib, 6(2), 113–128.
Sahita, P. P., Hutabarat, J., & Budiharti, N. (2021). Analisis Kualitas Pelayanan dan Kepuasan Pelanggan Menggunakan Metode Servqual (Studi Kasus PT.Balistha Gapala Nandya). Jurnal Teknologi Dan Manajemen Industri, 7(1), 7–12.
Sari, K., et al. (2023). Analysis of the Effect of Service Quality on Customer Loyalty and Satisfaction Using Expectation Confirmation Model and Servqual. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(3), 812-817.
Sari, N., & Mulyadi, M. (2020). Customer satisfaction and service reliability in port container depots. International Journal of Supply Chain Management, 9(5), 110–117.
Silolongan et all. (2024). Analysis Of Service Quality Dimensions On Customer Satisfaction At New Makassar Container Terminal. PROCEEDING OF RESEARCH AND CIVIL SOCIETY DESEMINATION (MANAGEMENT & BUSINESS CHALLENGES IN DIGITAL ERA). ISSN 3024-8426, Volume 2, No.1, Pages 204-217 DOI: https://doi.org/10.37476/presed.v2i1.65
Singh, R. K., & Kumar, A. (2020). Evaluating logistics performance of container depots using SERVQUAL and Fuzzy AHP. Journal of Modelling in Management, 15(3), 765–786.
Sulistiyowati, W. (2018). Kualitas Layanan: Teori dan Aplikasinya (Sidoarjo). UMSIDA Press, Sidoarjo.
Syahrullah, Y., Febriani, A., & Hulwani, B. Z. (2018). Analisis Kepuasan Pelanggan terhadap Implementasi ISO 9001: 2015 dengan Menggunakan Pendekatan Servqual (Studi Kasus: Institut Teknologi Telkom Purwokerto). JIEMS (Journal of Industrial Engineering and Management Systems), 11(2), 84–95.
Tjiptono, F. (2011). Service Management Mewujudkan Layanan Prima (2nd ed.). ANDI, Yogyakarta.
Wulandari, S. F. (2019). Kualitas Pelayanan Terhadap Kepuasan Pelanggan dalam Memilih Layanan Jasa Perikemas Refeer Pada Terminal Nilam. STIAMAK Barunawati, Surabaya.
Yanottama, A. N., Purnamawati, E., & Suryadi, A. (2020). Analisis Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality Dan Triz. Juminten : Jurnal Manajemen Industri Dan Teknologi, 1(1), 76–86.
Yuliana, S., & Anggraini, F. (2018). Customer trust and assurance in logistics services: A service quality perspective. International Journal of Business Studies, 4(2), 101–112.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and Control Processes in the Delivery Service. Communication and Control Processes in Delivery of Service Quality, 52(2), 35–48.
Zineldin, M. (2000). Towards an Ecological Collaborative Relationship Management. European Journal of Marketing. 32, 1138-64
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Ristanti Akseptori, Medi Prihandono, Danis Maulana, Lestari Mulyani Ningsih
This work is licensed under a Creative Commons Attribution 4.0 International License.
