KUALITAS PELAYANAN CV VANS SARANA UTAMA LOGISTIK BELITUNG DILIHAT DARI PERSPEKTIF CUSTOMER

REGITA APRILIA, RAMESTI (2022) KUALITAS PELAYANAN CV VANS SARANA UTAMA LOGISTIK BELITUNG DILIHAT DARI PERSPEKTIF CUSTOMER. D4 thesis, Poltekpar NHI Bandung.

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Abstract

CV Vans Sarana Utama is one of the companies engaged in logistics, which serves cargo and courier services, as a field that continues to increase and can continue to run during the Covid-19 pandemic and fields where competition continues to increase every year. Therefore, this study was conducted to determine the quality of service in the CV Vans Sarana Utama company so that companies can find out the lack of services in their company and can know the priorities that must be improved, which this research was conducted by knowing the expectations and perceptions of the Customer. , carried out using the SERVQUAL model and Importance Performance Analysis based on five dimensions of service quality, namely Tangible, Reliability, Empathy, Responsiveness, and Assurance. The research was conducted using a quantitative approach with a descriptive method. Based on the results of the study, it was concluded that there was still Customer dissatisfaction with the company's service quality, of which there were 10 indicators that were included in the A quadrant which was the company's priority to be improved, so based on this it was necessary to improve service quality based on related factors

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