Analisis Perbaikan Servqual Menggunakan Metode IPA dan CSI di J&T Express Gresik

Al Farisyi, Salman (2022) Analisis Perbaikan Servqual Menggunakan Metode IPA dan CSI di J&T Express Gresik. SITEKIN : Jurnal Sains, Teknologi dan Industri, 19 (2). pp. 186-194. ISSN 2407-0939

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In the business world, the quality of service to customers is one of the supporting factors in running a business. The decline in customer trust at J&T Express Gresik was experienced in 2021, so there is a need for research on the problem of decreasing customer satisfaction with service. The purpose of this research is to find the suitability of the attributes that are the main priority to be improved, to know the criteria for the level of customer satisfaction, and the gap between customer perceptions and expectations. This study uses the servqual, IPA, and CSI methods with data collection through a questionnaire of as many as 20 statements attributes to 50 respondents. The stages of data processing include respondent characteristics, data adequacy test, validity and reliability test, servqual analysis, GAP analysis, IPA analysis, and CSI analysis. Respondents 56% are male and 44% are female, the data adequacy test is at least 44 respondents (valid), all attributes are declared valid and reliable, the gap that ranks first attributes P1 and the highest dimension gap is empathy (- 0.55). The results of the IPA analysis show that the main priority that must be improved is the attributes P4 (appearance of officers/employees), P10 (officers serving customers who have difficulty), and P12 (officers able to serve customers quickly). The results of the CSI calculation are known to be 70.64%, in the customer satisfaction criteria it is included in the satisfied category, therefore it is necessary to increase the main priority in the first quadrant.

Item Type: Article
Uncontrolled Keywords: Servqual, IPA, CSI, GAP, Pelayanan
Subjects: Engineering > Industrial Engineering
Divisions: Faculty of Engineering > Industrial Engineering Study Program
Depositing User: Salman Alfarisyi
Date Deposited: 08 Nov 2022 01:51
Last Modified: 08 Nov 2022 01:51

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