208 The Level of Customer Satisfaction Toward Vehicle Terminal Handling Performed by The Port Service Provider Euis Saribanon 1 , Subandi 2 , Paul Sipoh Hutahuruk 3 , Rohana Sitanggang 4 1,2,3,4 Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia *Corresponding Author: euissaribanon@itl-trisakti.ac.id Abstract The aim of this study is to know the level of customer satisfaction toward vehicle terminal handling performed by PT Indonesia Kendaraan Terminal. The authors have researched five dimensions of service quality, namely Tangible, Reliability, Responsiveness, Assurance, and Emphaty. This study uses quantitative research method with a descriptive explorative approach. Data collection is done by distributing questionnaires to 35 companies being PT Indonesia Kendaraan Terminal’s customers as saturated sample. The technique for data analysis uses the method of Importance Performance Analysis and Customer Satisfaction Index. The result of research shows that the service performance of PT Indonesia Kendaraan Terminal still has some weaknesses which need to be paid attention. From the calculation of CSI value for PT Indonesia Kendaraan Terminal’s customer service, it finds the figure as big as 65.33% which can be interpreted as being included in the category of Fairly Satisfying. Keywords: Service Quality; Performance; Importance; Satisfaction Introduction Port takes a very important role as the entrance for national economy where it is a part of transportation chain which directly supports industrial development as well as trade (Ugboma, Ogwude, Ugboma, & Nnadi, 2007) (Song & Yeo, 2004),(Guswanto, Gumilar, & Hamdani, 2012). Port management should understand the symptoms of high competition which has started going global now (Guswanto et al., 2012). Surely, this should become a trigger for the management to be always aware by anticipating and adjusting various activities from both sides of technology and human resources to keep getting market share (Ugboma, Ibe, & Ogwude, 2004). According to (Berry, Parasuraman, & Zeithaml, 1988), high market share will automatically enable a company to compete consistently and maintain its business viability.