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All Journal Dinasti International Journal of Digital Business Management
Duta Julio Azhar
Universitas Trilogi, Jakarta, Indonesia
Decision Sciences, Operations Research & Management

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Service Quality, Facilities, and Personnel Competence in Port User Satisfaction: A Qualitative Case Study at Batu Ampar Port, Batam Duta Julio Azhar; Aty Herawati
Dinasti International Journal of Digital Business Management Vol. 7 No. 5 (2026): Dinasti International Journal of Digital Business Management (August-September
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v7i5.7293

Abstract

This study examines how service quality, physical facilities, and personnel competence shape port-service users' satisfaction at Batu Ampar Port, Batam. A qualitative case-study approach was employed through semi-structured interviews, direct observation, and document review. Six purposively selected informants participated, comprising two internal service-unit personnel and four business users with two to twenty years of experience in port operations. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña through data reduction, thematic display, and conclusion verification, supported by source, technique, and time triangulation. The findings indicate that procedural reliability, responsiveness, and information clarity are generally perceived positively, although complaint handling remains partly reactive and interpersonal responsiveness varies among personnel. Basic facilities are available but stacking-yard capacity, wharf conditions, waiting areas, and toilet cleanliness require improvement during busy periods. Technical competence in operational systems and regulations is relatively strong, whereas service-oriented soft skills are less consistent. The study proposes an integrated improvement framework emphasizing end-to-end digitalization, preventive process control, facility readiness, and service-excellence development
Co-Authors Aty Herawati