Javier Mahardika Permadi, . (2025) ANALISIS KUALITAS LAYANAN LOGISTIK ANTERAJA DENGAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) DI DKI JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to test the quality of logistics Anteraja, using SERVQUAL method and Importance Performance Analysis using five dimensions of SERVQUAL, namely Tangible, Assurance, Responsiveness, Reliability, and Empathy. This study uses a quantitative approach through a survey of 100 respondents. The results will be collected using a Google form and then will be processed through reliability and validity tests using SPSS and analyzed using SERVQUAL, which is subtracting perception and expectation score and then will be mapped through the Importance Performance Analysis quadrant. Result reveal by using SERVQUAL that all of service quality dimension have negative gap or classified as negative gap < 0, among them is tangible with -0,132, assurance with -0,197, responsiveness with -0,248, reliability with -0,228, empathy with -0,065. Based on Importance performance analysis quadrant, six service atribut were found that need an immediate improvement such as the readiness of courier in delivering packages, the speed of customer service in responding to complaint or problem, the politeness of courier in their interaction with customer, the ability of employee to explain the service offered, the timeliness of delivery by couriers in accourdance to their service, and the timeliness of pick up in accordance within the time range
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2210111102] [Pembimbing: Jenji Gunaedi Argo] [Penguji 1: Rosali Sembiring Colia] [Ketua Penguji: Mochammad Jasin] |
| Uncontrolled Keywords: | Importance Performance Analysis, SERVQUAL, Quality Service, Anteraja, Jakarta |
| Subjects: | H Social Sciences > HC Economic History and Conditions H Social Sciences > HE Transportation and Communications H Social Sciences > HM Sociology |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | JAVIER MAHARDIKA PERMADI |
| Date Deposited: | 27 Mar 2026 07:45 |
| Last Modified: | 27 Mar 2026 07:45 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41056 |
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