PENGUKURAN KUALITAS LAYANAN PADA JASA PENGIRIMAN BARANG BERDASARKAN PERSEPSI PELANGGAN DENGAN METODE SERVPERF DAN IMPORTANCE PERFORMANCE ANALYSIS

Shanty Kusuma Dewi

Abstract


Penilaian kualitas pelayanan berbeda dengan penilaian terhadap suatu produk, terutama karena sifatnya yang tidak nyata (intangible) dan produksi serta konsumsi berjalan secara simultan. Pada era pandemi Covid 19 tidak dapat dipungkiri bahwa jasa pengiriman barang sangat dibutuhkan dalam proses transaksi barang karena sering kali kita melakukan pembelian barang melalui e commerce. Dalam pengiriman barang yang tidak tepat waktu dapat menyebabkan terlambatnya penyampaian barang. Hal inilah yang menyebabkan konsumen kurang puas dalam pelayanan jasa pengiriman barang. Kualitas layanan jasa yang diberikan akan mempengaruhi tingkat kepuasan konsumen, semakin baik kualitas jasa maka konsumen akan semakin puas. Penelitian ini bertujuan untuk mengukur kualitas layanan dengan berdasarkan persepsi dari pengguna layanan dengan menggunakan metode SERVPERF dan IPA. Metode Importance Performance Analysis (IPA) menggunakan bobot persepsi dan bobot kepentingan serta presentase tingkat kesesuaian dalammenentukan prioritas utama dalam upaya meningkatkan kepuasan pelayanan yang diberikan. Dari hasil penelitian didapatkan bahwa dimensi timelineness sudah memuaskan pelanggan tetapi pihak penyedia layanan harus tetap memperhatikan atribut layanan yang masuk dalam prioritas perbaikan pada kuadran IPA.

Keywords


persepsi pelanggan, SERVPERF, Importance Performance Analysis

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DOI: https://doi.org/10.22219/sentra.v0i6.3980

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Universitas Muhammadiyah Malang Kampus III

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