Pengukuran Persepsi Konsumen Terhadap Kualitas Pelayanan Logistik Dengan Metode Servqual Dan Importance Performance Analysis

Anisafitri, Tiara and , Ir. Much. Djunaidi S.T., M.T (2022) Pengukuran Persepsi Konsumen Terhadap Kualitas Pelayanan Logistik Dengan Metode Servqual Dan Importance Performance Analysis. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Indonesian society is currently starting to switch to the virtual market, thus creating e-commerce and causing increasingly fierce competition in the shipping service industry. J&T Express is one of the most well-known shipping service providers. Even so, J&T Express Cepu still experiences many complaints from consumers. Therefore, it is necessary to analyze consumer perceptions of J&T Express services to find out whether the services provided by J&T Express are carried out well and meet consumer expectations, and provide suggestions for improvements to J&T Express services. . The method used in this research is SERVQUAL (Service Quality) and IPA (Importance Performance Analysis) analysis. Based on the results of the analysis, it can be concluded that consumer perceptions of J&T Express services can be said to be unsatisfactory. Analysis using the Importance Performance Analysis (IPA) method shows that three attributes are included in the main priority for improvement, namely attributes related to delivering services according to the promised time/on time, J&T Express employees convey the certainty of deadlines in service delivery and provide compensation for any damage to goods sent or loss of goods

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Service, Quality, SERVQUAL, IPA
Subjects: T Technology > TI Industrial Engineering
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: TIARA ANISAFITRI
Date Deposited: 19 Apr 2022 03:32
Last Modified: 19 Apr 2022 03:33
URI: http://eprints.ums.ac.id/id/eprint/99357

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