Analisis Kualitas Pelayanan Pengiriman Paket dan Dokumen pada Pt. Satria Antaran Prima (SAP Express) Jakarta Timur Menggunakan Metode Importance Performance Analysis (IPA) (Survey terhadap pelanggan corporate Pt. Satria Antaran Prima (SAP Express) Jak

Abstract

The purpose of this study was to determine the quality of service delivery of packages
and documents of PT. Satria Antaran Prima (SAP Express) East Jakarta uses the
Importance Performance Analysis (IPA) method. The difference between consumer
expectations regarding the performance of the company and the consumer's
assessment of actual performance provides a consumer perception of service quality.
This difference occurs because of the gap between customer expectations and the
service performance received by the gap exists as a result of not fulfilling the
expectations of the customers. Data analysis in this study was carried out descriptively
on the service quality of servqual dimensions and the value of Importance Performance
Analysis (IPA). Servqual analysis is used to determine the gap between consumer
expectations of the performance given by the company. Analysis of interests and
performance (Importance Performance Analysis (IPA) is used to find out what service
quality instruments are considered important by the customer and how perceived by
the user to the services provided by PT Satria Antaran Prima (SAP Express) East
Jakarta. The results of the delivery service quality research using the Importance
Performance Analysis (IPA) method can be seen that the performance in this study has
approached customer expectations or even exceeded customer expectations. The
results of the Cartesius diagram show that there are 3 instruments contained in
quadrant A still need improvement, namely: employees are able to serve customers
quickly, there is no error in the delivery of goods and destination address, company
follow-up of consumer complaints so the company must improve service quality in
order to meet customer expectations.