Isyah Radhiyya Nabita, . (2026) ANALISIS TINGKAT KEPUASAN PELANGGAN J&T EXPRESS JABODETABEK DENGAN METODE LOGISTICS SERVICE QUALITY. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
![[img]](http://repository.upnvj.ac.id/style/images/fileicons/text.png) |
Text
ABSTRAK.pdf Download (168kB) |
|
Text
AWAL.pdf Download (26MB) |
|
Text
BAB 1.pdf Restricted to Repository UPNVJ Only Download (974kB) |
|
Text
BAB 2.pdf Restricted to Repository UPNVJ Only Download (781kB) |
|
Text
BAB 3.pdf Restricted to Repository UPNVJ Only Download (580kB) |
|
Text
BAB 4.pdf Restricted to Repository UPNVJ Only Download (449kB) |
|
Text
BAB 5.pdf Download (174kB) |
|
Text
DAFTAR PUSTAKA.pdf Download (361kB) |
|
Text
RIWAYAT HIDUP.pdf Restricted to Repository UPNVJ Only Download (4MB) |
|
Text
LAMPIRAN.pdf Restricted to Repository UPNVJ Only Download (19MB) |
|
Text
HASIL PLAGIARISME.pdf Restricted to Repository staff only Download (20MB) |
|
Text
ARTIKEL KI.pdf Restricted to Repository staff only Download (2MB) |
Abstract
The rapid growth of e-commerce has increased the demand for logistics services, making service quality a crucial factor in achieving customer satisfaction. As one of Indonesia's leading courier companies, J&T Express continues to receive customer complaints regarding delivery delays, damaged packages, and complaint handling. This study aims to measure customer satisfaction, analyze the gap between customer perceptions and expectations, identify service attributes requiring priority improvement, and propose strategies to enhance service quality at J&T Express in Jabodetabek area. The study employed the Logistics Service Quality and Importance Performance Analysis methods using data collected from 385 J&T Express customers. The results indicate that all 26 service attributes produced negative gap values, implying that the current service performance has not met customer expectations. The smallest gap was found in attribute TM1 (-2.18), while the largest gap occurred in ODH1 (-2.43). IPA identified six priority attributes requiring immediate improvement, namely OC2, QI1, QI4, ODH3, ODH4, and QCP5. The recommendations for improvement, based on the 5W+1H approach, focus on enhancing the physical protection of package packaging, providing more accurate and transparent estimated delivery times, optimizing access to shipment status information, increasing certainty regarding complaint resolution timelines, streamlining the claims process for lost or damaged packages, and improving access to customer service to continuously enhance service quality and customer satisfaction.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210312049] [Pembimbing: Intan Novita Dewi] [Penguji 1: Harditriyono Putra] [Penguji 2: Vina Sari Yosephine] |
| Uncontrolled Keywords: | Customer Satisfaction, Logistics Service Quality, Importance Performance Analysis, J&T Express |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | ISYAH RADHIYYA NABITA |
| Date Deposited: | 28 Aug 2026 07:41 |
| Last Modified: | 28 Aug 2026 07:41 |
| URI: | http://repository.upnvj.ac.id/id/eprint/52629 |
Actions (login required)
 |
View Item |