Adezahra Putri Ariyani, . (2024) ANALISIS KUALITAS PELAYANAN BERDASARKAN TINGKAT KEPUASAN PELANGGAN DENGAN METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS (STUDI KASUS PADA SHOPEE EXPRESS KEBAYORAN BARU). Skripsi thesis, Universitas Pembangunan Nasional "Veteran" Jakarta.
![[img]](http://repository.upnvj.ac.id/style/images/fileicons/text.png) |
Text
ABSTRAK.pdf Download (279kB) |
|
Text
AWAL.pdf Download (1MB) |
|
Text
BAB 1.pdf Restricted to Repository UPNVJ Only Download (427kB) |
|
Text
BAB 2.pdf Restricted to Repository UPNVJ Only Download (543kB) |
|
Text
BAB 3.pdf Restricted to Repository UPNVJ Only Download (485kB) |
|
Text
BAB 4.pdf Restricted to Repository UPNVJ Only Download (792kB) |
|
Text
BAB 5.pdf Download (285kB) |
|
Text
DAFTAR PUSTAKA.pdf Download (288kB) |
|
Text
RIWAYAT HIDUP.pdf Restricted to Repository UPNVJ Only Download (131kB) |
|
Text
LAMPIRAN.pdf Restricted to Repository UPNVJ Only Download (1MB) |
|
Text
HASIL PLAGIARISME.pdf Restricted to Repository staff only Download (10MB) |
|
Text
ARTIKEL KI.pdf Restricted to Repository staff only Download (496kB) |
Abstract
The online buying and selling industry is experiencing rapid growth. This has a good impact on the logistics industry in Indonesia. One of the companies engaged in shipping services is Shopee Express. Every customer expects the service provided to exceed their expectations. However, in reality there are still various complaints submitted by customers. The purpose of this study was to measure the quality of delivery services at Shopee Express Kebayoran Baru and find out the expectations of customers. Data collection in this study used the distribution of questionnaires to 97 respondents of Shopee Express Kebayoran Baru customers. This research was processed using the Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) method approaches. The results of research using the SERVQUAL method show an average gap value of -0.365 which indicates that the services received by customers still do not meet or even fall below their expectations. The results of the analysis of the Importance Performance Analysis (IPA) method identify the attributes in Quadrant I as the main priority for improvement with the highest gap of -0.608, namely the services provided are fast, thorough and timely.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2010312050] [Pembimbing: Nanang Alamsyah] [Penguji 1: Siti Rohana Nasution] [Penguji 2: Nur Fajriah] |
| Uncontrolled Keywords: | Keywords: Service Quality, Importance Performance Analysis, Customer Satisfaction |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | ADEZAHRA PUTRI ARIYANI |
| Date Deposited: | 31 Jul 2024 08:09 |
| Last Modified: | 31 Jul 2024 08:09 |
| URI: | http://repository.upnvj.ac.id/id/eprint/31498 |
Actions (login required)
 |
View Item |