PERBAIKAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE SERVQUAL DI JNE KEMANG 1

• Main Author: Kevin Bangun, Antonio
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/86049
• Institution: Institut Teknologi Bandung

JNE Kemang 1 is one of the branches of JNE Express, a shipping and logistics service company in Indonesia. Currently, there are many shipping service companies in Indonesia. According to the Top Brand Index (TBI), which evaluates companies in Indonesia based on parameters of market share, mind share, and commitment share, JNE Express experienced a decline in its index from 2022 to 2024. Furthermore, JNE Kemang 1 also experienced a decrease in the number of customers year after year. To improve the current service quality at JNE Kemang 1, an analysis was conducted using the SERVQUAL method. This model is used to identify gaps between customer perceptions and expectations regarding the service provided, based on the five SERVQUAL dimensions, which are further broken down into 23 variables. The perception and expectation data were collected through questionnaires filled out by JNE Kemang 1 customers. In addition to perceptions and expectations, the importance level data were also gathered to calculate the weighted SERVQUAL score and to formulate a performance-importance matrix used for designing improvement proposals. Using the SERVQUAL values and the performance-importance matrix, five variables were identified that need quality improvement. These five variables are part of the tangibles, responsiveness, and empathy dimensions. Based on these results, improvement proposals were designed to enhance the service quality at JNE Kemang 1, including the creation of detailed service SOPs, periodic staff training, employee performance monitoring and improvement, providing service information posters or brochures, workplace reorganization, adding scales, and conducting communication skills training.