Gap Analysis of Customer Expectations and Companys Perception of Delivery Service Quality on PT POS Indonesia

Fiona Gisela Permatasari , Gusti Ayu Wulandari , Cempaka Paramita , Ayu Anggun Asmaraga

Customer expectation, Corporate perceprion, Dimension of service quality

This study aims to determine the gap between customer expectation and corporate perception on the quality of service of goods at PT Pos Indonesia Jember City Branch. Interview and questionnaire distribution is data collection methods in this study. The population in this research is classified into two different aspects, the total population of customers is not identifiable with 97 respondents, and the total population of corporate is 52 with 30 respondents. The data analysis method used is SERVQUAL analysis with Wilcoxon Sign Rank Test through SPSS 16. This study indicated that overall, there is a gap between customer expectations and company perceptions of the quality of services delivery of goods. Dimensions of service quality that indicated a significant gap are dimensions of reliability, assurance, and physical evidence. Furthermore, the dimensions of responsiveness and empathy show an insignificant gap (Abstract)

Published Paper   E-Certificate

"Gap Analysis of Customer Expectations and Companys Perception of Delivery Service Quality on PT POS Indonesia", IJSDR - International Journal of Scientific Development and Research (www.IJSDR.org), ISSN:2455-2631, Vol.7, Issue 4, page no.5 - 9, April-2022, Available :https://ijsdr.org/papers/IJSDR2204002.pdf

Volume 7 Issue 4, April-2022

Pages : 5 - 9

Paper Reg. ID: IJSDR_200129

Published Paper Id: IJSDR2204002

Downloads: 000347299

Research Area: Management

Country: Jember, East Java, Indonesia

Published Paper PDF: https://ijsdr.org/papers/IJSDR2204002

Published Paper URL: https://ijsdr.org/viewpaperforall?paper=IJSDR2204002

ISSN: 2455-2631 | IMPACT FACTOR: 9.15 Calculated By Google Scholar | ESTD YEAR: 2016

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 9.15 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Publisher: IJSDR(IJ Publication) Janvi Wave

This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition