Quality Management of Passenger Terminal Services (Case Study at Bitung Port)

International Journal of Civil Engineering

© 2026 by SSRG - IJCE Journal

Volume 13 Issue 1

Year of Publication : 2026

Authors : Mappeabang, Ganding Sitepu, Misliah

10.14445/23488352/IJCE-V13I1P101

How to Cite?

Mappeabang, Ganding Sitepu, Misliah, "Quality Management of Passenger Terminal Services (Case Study at Bitung Port)," SSRG International Journal of Civil Engineering, vol. 13,  no. 1, pp. 1-8, 2026. Crossref, https://doi.org/10.14445/23488352/IJCE-V13I1P101

Abstract:

The Port of Bitung is one of 71 major ports managed by the Port of Indonesia Company. The purpose of this study is to analyze the quality of passenger terminal services at the Port of Bitung in order to improve customer satisfaction with the performance and expectations of stakeholders. The research methods used are IPA and SWOT analysis to assess port service performance. The findings of this study show that the level of performance conformity with passenger expectations is at 99% or <100%, which is categorised as very good. There is one service indicator with a conformity level that is still below average, namely the punctuality of ship guidance, which is a top priority for port improvement, guidance, and supervision, which is in quadrant A. The performance level of this indicator is not yet satisfactory according to passengers regarding the perception of Bitung terminal passengers on service quality, with an overall average level of conformity below 90%. There are three service indicators whose level of conformity is still below average, namely port security, adequate supporting facilities, and port building conditions. Based on the SWOT analysis results, there are several strategies recommended to improve the quality of passenger services. Optimization of the terminal system to improve service response times, improvement of infrastructure and adequate facilities for passenger comfort, and improvement of service efficiency and quality. Provision of information systems related to ship arrival and departure schedules, check-in processes, and ship waiting times.

Keywords:

Service quality, Passenger terminal, IPA, SWOT, Bitung Port.

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