According to data from the 2016 Center for Energy and Mineral Resources Data and Information Technology at the Ministry of Energy and Mineral Resources in 2016, it is known that fossil fuel use is still high at 95.58% compared to renewable energy, which is 4.42%. With the geographical structure as an archipelagic country, it requires transportation facilities for transporting fuel both domestically and abroad (import). This study aims to analyze the development of new products / services using the Quality Function Deployment (QFD) method. The implementation of this method is expected to be able to increase customer satisfaction by improving the quality of management services for tanker shipping operations. Data was collected through interviews, field observations and library studies. Consumers in this case Charterers prefer ships that are under 15 years old, equipped with the latest technology for cargo monitoring, professional ship crew and compliance with safety and security standards. Claims on fuel costs (Bunkers) and the excess fine of time on demand (Demurrage) are not a priority of consumer needs but are still efficient with the planning and coordination of shipping operations that are good and correct in accordance with shipping standards.

Keywords : Quality Function Deployment (QFD), Voice of Customer, Technical Characteristic, Chartering, Term of Charter, Charter Party.