| Abstrakt: |
During the Covid-19 pandemic, the growth of the logistics business, especially the last-mile delivery business, increased by around 30-40%. More and more people are using e-commerce to shop online, which impacts increasing demand for courier services for the delivery of goods. The growing courier business causes every company to compete and improve the quality of service so that customers become satisfied and loyal. Based on this, this study intends to compare logistics services quality (LSQ) on four courier services, namely Pos Indonesia, J&T, JNE, and SiCepat, with five measurement dimensions, namely timeliness, order accuracy, information quality, contact personal quality, order discrepancy handling. The number of respondents in this study was 190. This study uses an Importance Performance Analysis (IPA) approach to find areas of improvement from the Cartesian diagram compiled. The results of this study found that the five dimensions have satisfied customers. However, the delivery service provider (courier) must pay attention to service attributes that have not satisfied consumers, especially the attributes included in Quadrant I or top priority to increase engagement with consumers. This research can provide recommendations for courier companies to know the improvement areas of each service attribute they offer to increase customer satisfaction and loyalty. [ABSTRACT FROM AUTHOR] |
