PENINGKATAN KUALITAS PELAYANAN PENGIRIMAN BARANG REGULER DI PT GAGE INTERNATIONAL KOTA SEMARANG

RYAN DWI, FAVIAN (2022) PENINGKATAN KUALITAS PELAYANAN PENGIRIMAN BARANG REGULER DI PT GAGE INTERNATIONAL KOTA SEMARANG. D4 thesis, Poltekpar NHI Bandung.

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Abstract

The delivery or courier service business has become one of the service sectors that experienced a fairly high growth during the COVID-19 pandemic. This study was conducted to determine the quality of service at PT Gage International. This study uses descriptive quantitative methods with data collection techniques of observation, interviews, and literature study, as well as data collection tools consisting of questionnaires and checklists. Questionnaires were distributed to 63 respondents who used the services of PT Gage International in January – March 2022. Data were analyzed using Importance – Performance Analysis (IPA) to measure consumer expectations and perceptions in terms of reliability, responsiveness, assurance, empathy, and tangibles. The findings of this study illustrate that the quality of service seen from PT Gage International is good, but on the reliability the results are not good / do not agree so that the quality of service on this dimension needs to be improved again. This study recommends a thorough evaluation of vendors and periodic performance monitoring so that the quality of services offered is maintained.

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