Customer Satisfaction and Quality of Energy Port Management Technical Services: A Case Study in the Marine Operation Area of Sulawesi

Authors

  • Siti Maemunah Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Wildanum Mukholladun Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Edhie Budi Setiawan Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Yuliantini Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Aswanti Setyawati Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jmpis.v7i6.9955

Keywords:

Customer Satisfaction, Technical Service Quality, Port Management, SERVQUAL, Energy Terminal

Abstract

Port management technical services underpin national energy distribution, yet energy terminals in the Sulawesi Marine Operation Area still face problems of personnel competence, limited safety inspectors, oil spill preparedness, and vessel waiting time. Previous studies tend to examine a single service aspect or port and rarely link them to customer satisfaction. This study evaluates the technical service quality of PT Pertamina Port and Logistics across four pillars, namely mooring and unmooring, the ship shore safety checklist, oil spill response, and pilotage and towage, while analyzing customer satisfaction through five service quality dimensions. A multiple qualitative case study was conducted at five terminals, namely Makassar, Baubau, Bitung, Gorontalo, and Raha, using 25 purposively selected data sources gathered through interviews, observation, focus group discussions, and documents, and analyzed with NVivo software. The findings show that no terminal has personnel holding mooring operation certification, oil spill response is the strongest pillar, inspector workload exceeds optimal capacity at the three large terminals, and the largest waiting time arises in pilotage. The novelty lies in revealing a paradox of positive customer satisfaction resting on a fragile formal competence foundation, together with 14 best practices and solutions contextual to port class.

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Published

2026-10-19

How to Cite

Maemunah, S., Mukholladun, W., Setiawan, E. B., Yuliantini, & Setyawati, A. (2026). Customer Satisfaction and Quality of Energy Port Management Technical Services: A Case Study in the Marine Operation Area of Sulawesi. Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 7(6), 4140–4149. https://doi.org/10.38035/jmpis.v7i6.9955

Issue

Vol. 7 No. 6 (2026): Jurnal Manajemen Pendidikan dan Ilmu Sosial (Oktober - November 2026)

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Copyright (c) 2026 Siti Maemunah, Wildanum Mukholladun, Edhie Budi Setiawan, Yuliantini, Aswanti Setyawati

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