Pengukuran Kepuasan Pelanggan Menggunakan Metode Service Quality (SERVQUAL): Studi Kasus PT Pos Indonesia Kota Metro
DOI:
https://doi.org/10.22441/pasti.2023.v17i1.008Keywords:
Jasa 3PL, Kepuasan Pelanggan, SERVQUALAbstract
Kepuasan pelanggan merupakan salah satu aspek penting yang harus diperhatikan oleh perusahaan agar mampu bersaing, utamanya bagi perusahaan di bidang jasa. PT Pos Indonesia Kota Metro mengalami penurunan jumlah pelanggan. Hal ini disebabkan oleh beberapa faktor antara lain penurunan kepuasan pelanggan dan banyaknya kompetitor baru yang menawarkan jasa sejenis. Penelitian ini bertujuan untuk mengukur kepuasan pelanggan dan menentukan prioritas perbaikan untuk meningkatkan kepuasan pelanggan menggunakan metode Service Quality (SERVQUAL). Dimensi yang digunakan adalah tangible, responsiveness, reliability, assurance, dan empathy. Berdasarkan hasil pengolahan data didapatkan bahwa secara keseluruhan PT Pos Indonesia Kota Metro masih belum sepenuhnya memenuhi ekspektasi pelanggan dengan prioritas perbaikan pada dimensi responsiveness, reliability, assurance, tangible, empathy dengan nilai gap secara berturut-turut sebesar -1.31, -1.10, -1.01, -0.89, dan -0.53. Secara lebih detil, lima prioritas perbaikan yang perlu dilakukan adalah atribut X8, X4, X7, X9, dan X17 dengan nilai gap secara berturut-turut sebesar -1.7, -1.5, -1.37, -1.37, dan -1.30.
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