Service excellence at sea: User satisfaction with Belawan Samudera Fishing Port, Indonesia

The aim of this study was to assess the influence of service quality on user satisfaction at Belawan Samudera Fishing Port, Indonesia, a critical hub of fish logistics and supply chain in the Malacca Strait. The study used a mixed-method approach by combining surveys, observations, and in-depth interviews with key informants, and was conducted in August and September 2023. The evaluation of the fishing port service quality was based on five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The study involved a total of 66 respondents with an overall satisfaction rating of 75.5 %, indicating that users generally provided positive feedback. However, three port facilities did not meet the standards of the Minister of Maritime and Fisheries Affairs Decree Number 8 of 2012. The study showed deficits in the empathy and assurance aspects, and focus on enhancements to increase customer satisfaction is proposed. This study highlighted that optimizing operational efficiency and user satisfaction required improvements in regulatory compliance and quality management at the fishing port. Highlights Fishing port is a critical hub for fish logistics and supply chain Ensuring customer satisfaction in the management of fishing ports is essential for achieving service excellence and efficient port operations The evaluation of fishing port service quality is based on five elements of service quality: reliability, responsiveness, assurance, empathy, and tangibility Improvements in quality management and compliance with regulations aim to maximize operational efficiency and fishing port satisfaction