The Effect of Service Quality and Facility Utilization on Operational Performance Mediated by the ISPS Code Implementation Process at Jakarta International Container Terminal (JICT), Tanjung Priok
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Published
Oct 11, 2026
Abstract
This study aims to analyze the effect of service quality and facility utilization on port operational performance through the implementation process of the ISPS Code at JICT Tanjung Priok. The study integrates the variables of service quality, facility utilization, ISPS Code implementation, and port operational performance, which have been discussed in previous related studies. The survey was conducted using a questionnaire distributed to 186 respondents involved in operational activities at JICT Tanjung Priok. This research employed a quantitative approach using the Structural Equation Modeling (SEM) analysis technique with the assistance of SmartPLS 4.0 software. The results of the study indicate that service quality and facility utilization have a positive and significant effect on both the ISPS Code implementation process and port operational performance. In addition, the ISPS Code implementation process was also proven to have a positive and significant effect on operational performance and to mediate the influence of service quality and facility utilization on port operational performance. The findings reveal that facility utilization has the most dominant influence on the implementation of the ISPS Code, while service quality plays an important role in supporting the effectiveness of port operations. The study concludes that improving service quality, optimizing facility utilization, and strengthening the implementation of the ISPS Code are essential factors in enhancing port operational performance effectively and sustainably. Therefore, port management is recommended to improve service quality, strengthen port security systems, optimize the use of operational facilities, and develop technology-based monitoring and coordination systems to support operational efficiency and port security.
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