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All Journal Globe: Publikasi Ilmu Teknik, Teknologi Kebumian, Ilmu Perkapalan
Muh.Syamri
Politeknik Maritim AMI Makassar
Chemical Engineering, Chemistry & Bioengineering Earth & Planetary Sciences Industrial & Manufacturing Engineering Mechanical Engineering

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Analisis Faktor-Faktor yang Memengaruhi Tingkat Kepuasan Penumpang Kapal KM Lambelu pada Pelayaran Parepare ke Nunukan Anwar T; Gusrah Gusrah; Kaharto Kaharto; Parawansa Parawansa; Abbas Abbas; Muh.Syamri
Globe: Publikasi Ilmu Teknik, Teknologi Kebumian, Ilmu Perkapalan Vol. 4 No. 4 (2026): November: Publikasi Ilmu Teknik, Teknologi Kebumian, Ilmu Perkapalan
Publisher : Asosiasi Riset Ilmu Teknik Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/globe.v4i4.1729

Abstract

Sea transportation plays an important role in supporting logistics activities and community mobility in Indonesia as an archipelagic country. The increasing demand for maritime transportation requires ports to provide high-quality services to meet service users’ needs and satisfaction. This study aims to analyze the level of service user satisfaction regarding service quality at Nusantara Parepare Port using the Customer Satisfaction Index (CSI) method. Data were collected through questionnaires distributed to port service users by measuring their expectations and perceptions of the received service performance. The results showed that service users were satisfied with the service performance provided by Nusantara Parepare Port, indicated by the Customer Satisfaction Index (CSI) value of 76%. However, several service aspects still require improvement, including price suitability, emotional aspects during service interactions, accessibility, and the simplification of service procedures. This study provides implications for port management to continuously improve service quality and develop better service experiences for users. The findings can serve as a reference for evaluating port services and supporting sustainable improvements in maritime transportation services.  
Co-Authors Abbas Abbas Anwar T Gusrah Gusrah Kaharto Kaharto Parawansa Parawansa