Quality Management of Passenger Terminal Services (Case Study at Bitung Port)
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
Fields of Study & Subjects
Maritime Ports and Logistics
Customer Service Quality and Loyalty
Healthcare Quality and Satisfaction
Publication details
- Journal / source
- International Journal of Civil Engineering
- Volume
- 13
- Issue
- 1
- Pages
- 1–8
- Publication date
- 20 January 2026