KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PERUSAHAAN PENYEDIA JASA BONGKAR MUAT DI CILEGON

Abstract

This study aims to analyze customer satisfaction regarding service quality at a stevedoring service company
in Cilegon. The research was motivated by a persistent gap between customer expectations and actual
service received over the past two years, potentially affecting customer loyalty and the company’s
competitiveness. The method used is the Customer Satisfaction Index (CSI), obtained through
questionnaires distributed to 34 active customers. The analysis showed a CSI score of 88.98%, indicating
that customers are highly satisfied with the company’s services. Moreover, the average level of conformity
between customer expectations and actual performance reached 93.74%, suggesting that the company
generally meets its customers’ expectations. However, several service attributes still fall short of
expectations and require further improvement. These findings are expected to serve as a reference for
management in formulating strategies for continuous service quality improvement.