Kota Tarakan memiliki jumlah penumpang berangkat/naik speedboat tertinggi dibandingkan kabupaten lain di Provinsi Kalimantan Utara. Hal ini seharusnya juga diimbangi dengan fasilitas pelayanan di terminal penumpang yang memadai, agar tercipta kenyamanan bagi pengguna jasa, yang kemudian akan berdampak positif dalam aspek sosial-ekonomi Kota Tarakan dan Provinsi Kalimantan Utara. Beberapa variabel indikator yang menjadi acuan dalam penilaian tingkat kepuasan pengguna jasa terhadap kinerja terminal penumpang Pelabuhan Tengkayu I adalah reliability, responsiveness, assurance, empathy dan tangibles. Untuk mengetahui tingkat kepuasan pengguna jasa terhadap kinerja terminal penumpang Pelabuhan Tengkayu I, indikator-indikator yang perlu dilakukan pembenahan, serta urutan prioritas penanganannya, maka dilakukan beberapa langkah analisis dengan metode pengumpulan data berupa survei dengan penyebaran kuesioner dan wawancara. Kemudian analisis data dilakukan dengan menggunakan metode Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) dan Quality Function Deployment (QFD). Dari hasil survei kuesioner yang dilakukan terhadap 100 responden, diperoleh kesimpulan nilai keseluruhan CSI adalah 70,13% yang berarti secara keseluruhan pengguna jasa merasa “Puas” dengan kinerja terminal penumpang Pelabuhan Tengkayu I. Berdasarkan analisis IPA diperoleh kesimpulan terdapat tiga (3) indikator yang menjadi prioritas utama untuk ditangani segera, yaitu kelengkapan alat-alat keselamatan di ruang tunggu, tersedianya papan pengumuman jadwal keberangkatan dan kedatangan speedboat serta tersedianya ruang perawatan (klinik) untuk orang sakit. Berdasarkan analisis QFD diperoleh urutan prioritas penanganan item “what” secara teknis, pertama merencanakan dan menentukan jalur evakuasi, kedua melakukan perencanaan atau penambahan ruang perawatan (klinik), ketiga menentukan dan memasang informasi letak titik kumpul, keempat memasang informasi nomor telepon darurat pada titik-titik tertentu di dalam ruang tunggu, kelima melakukan pengadaan dan pemasangan tabung pemadam kebakaran pada titik-titik tertentu di dalam ruang tunggu, keenam memperbaiki sambungan kabel TV informasi yang terputus, ketujuh merekrut petugas kesehatan dan kedelapan melakukan penyesuaian ulang terhadap jadwal keberangkatan dan kedatangan Speedboat yang terbaru.

Tarakan city has the highest number of speedboat departure compared to other district in North Kalimantan province. This should be balanced with enhancement of service and facilities at the passenger terminal, to make convenience for service users, which will make a positive impact on the socio-economic aspects of Tarakan City and North Kalimantan Province. Several indicator variables that become references in assessing the level of satisfaction of service users on the performance of the passenger terminal in Tengkayu I Port are reliability, responsiveness, assurance, empathy and tangibles. To determine the level of satisfaction of service users on the performance of the passenger terminal in Tengkayu I Port, the indicators that need to be improved, and the order of priority to handling them, several steps of analysis were carried out using data collection methods in the form of surveys by distributing questionnaires and interviews. Then data analysis was performed using the Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) and Quality Function Deployment (QFD) methods. From the results of a questionnaire survey conducted on 100 respondents, it was concluded that the overall CSI value was 70.13%, which means that overall service users feel "Satisfied" with the performance of the Tengkayu Port passenger terminal I. Based on the IPA analysis, it can be concluded that there are three (3) indicators that become a top priority to be addressed immediately, namely the completeness of safety equipment in the waiting room, the availability of a speedboat departure and arrival schedule announcement board and the availability of treatment rooms (clinics) for the sick. Based on the QFD analysis, it is obtained that the priority order for handling "what" items is technically, first planning and determining evacuation routes, second planning or adding treatment rooms (clinics), third determining and installing information on the location of gathering points, fourth installing information on emergency telephone numbers at these points. certain points in the waiting room, the fifth is to procure and install fire extinguishers at certain points in the waiting room, the sixth is to repair the disconnected information TV cable connection, the seventh is to recruit health workers and the eighth is to re-adjust the departure and arrival schedules of the Speedboats latest.