Analysis of user satisfaction to the traditional shipping service at Oliong Port of Bagansiapiapi

Traditional shipping is an important part of national sea transportation potency, that playing main roles to serve inland areas, remote and outer islands in Indonesia. Oliong Port of Bagansiapiapi is the one that provides short-distance traditional shipping services for island-people in Rokan Hilir Regency. The purpose of this study was to assess the user satisfaction to traditional shipping services at the Port Oliong of Bagansiapiapi, in order to arrange future improvement policies. The method of Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) applied to assess the level of satisfaction and importance of each indicators of the traditional shipping service. There are six service indicators involved, i.e. connectivity, intermodality, travel time, travel cost, safety and security. Results from CSI analysis show that the value of user satisfaction about 79% (in the range of Moderate Level of Satisfaction category with CSI Value from 50% to 80%). IPA analysis recommend that the indicators of Travel Costs and Safety which in quadrant-I as the top priority to improve, while safety indicator which in quadrant-IV only need to be maintain its performance.