A Study of Service Marketing in the Indonesian Port Industry

Abstract

Indonesia, as the largest archipelagic country in the world, requires an integrated logistics system and requires a distribution system that is efficient and reliable, including its maritime transportation. Currently ports have become important nodes in trade flows and distribution of goods in Indonesia and in the world. This study aims to examine the Indonesian port from a service marketing perspective as ports are now required to provide high quality services to ensure customer satisfaction. The results identified ten determinants of port service quality, namely accessibility, reliability, functionality, information availability, tangibles, responsiveness, trust, knowledge, service recovery, and empathy. It was also found that service quality has a positive and significant impact on both perceived value and customer satisfaction.

Keywords: service marketing, service quality, perceived quality, customer satisfaction, port industry