Impact of loading and unloading productivity on service user satisfaction

Abstract

This study is aimed at analyzing the effect of port service performance, occupational safety, and health, and work safety on loading and unloading productivity and its impact on service user satisfaction at Yos Sudarso Tual Port, Maluku province, in Eastern Indonesia in 2020. What was found was the limited-service performance delivered to service users, resulting in dissatisfaction. This could have implications for the less-than-optimal loading and unloading performance at Yos Sudarso Tual Port. The study uses a quantitative method, with a path analysis model, with a total of 40 samples. Research respondents are users of loading and unloading services. The findings, in general, indicate that there is an effect of port service performance, occupational safety, and health and work security on loading and unloading productivity which in turn has an impact on increasing user satisfaction of Yos Sudarso Tual Port services. The key finding is that new investments are needed which will require the ongoing capacity building and development of several port authorities who are civil servants who will oversee port planning and operations and regulate access to key port services and facilities.