ABSTRAK
Penelitian ini membahas kepuasan perusahaan freight forwarder sebagai salah satupengguna jasa terhadap pelayanan di pelabuhan Tanjung Priok, sertamengidentifikasi atribut-atribut pelayanan di pelabuhan dengan menggunakandimensi pelayanan Zeitahml-Parasuraman yaitu dimensi reliability, responsiveness,assurance, empaty dan tangible. Kemudian didapatkan prioritas pelayanan dipelabuhan yang harus diperbaiki dengan menggunakan Importance PerformanceAnalysis (IPA) dan metode Potential Gain in Customer Value (PGCV). Berdasarkanpenelitian ini, didapatkan tujuh atribut prioritas perbaikan yaitu lapangan parkiruntuk truk petikemas, lapangan penumpukan petikemas, pelayanan yang cepattanggap,tingkat kerusakan kargo, tata ruang pelabuhan, pelayanan operator bongkarmuat, dan akses jalan.

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ABSTRACT
In this study discusses the freight forwarder company?s satisfaction as one of theservice users at Port of Tanjung Priok, and identify the attributes of service at theport by using the Zeitahml-Parasuraman?s service dimensions are reliability,responsiveness, assurance, empaty and tangible. And then it gets the priority serviceat the port to be fixed by using the Importance Performance Analysis (IPA) andPotential Gain in Customer Value (PGCV) method. Based on this study, we getseven attributes with importance to be fixed are the parking lot for truck container,container stacking area, fast service response, Level of damage to cargo,the portlayout, Stevedoring and cargodoring service, and access roads.