<![CDATA[This study aims to test the quality of logistics Anteraja, using SERVQUAL method and Important Performance Analysis using five dimensions of SERVQUAL, namely Tangible, Assurance, Responsiveness, Reliability, and Empathy. This study uses a quantitative approach through a survey of 100 respondents. The results will be collected using a Google form and then will be processed through reliability and validity tests using SPSS and analyzed using SERVQUAL, which is subtracting perception and expectation score and then will be mapped through the Important Performance Analysis quadrant. Based on important performance analysis quadrant, six service atribut were found that need an immediate improvement such as the readiness of courier in delivering packages, the speed of customer service in responding to complaint or problem, the politeness of courier in their interaction with customer, the ability of employee toexplain the service offered, the timeliness of delivery by couriers in accourdance to their service, and the timeliness of pick up in accordance within the time range Keywords: IPA, SERVQUAL, Quality Service, Anteraja Abstrak Penelitian ini bertujuan untuk menguji kualitas jasa logistik Anteraja menggunakan metode SERVQUAL dan Important Performance Analysis menggunakan lima dimensi SERVQUAL yaitu Tangible, Assurance, Responsiveness, Reliability, dan Empathy. Penelitian ini menggunakan pendekatan kuantitaif melalui survei terhadap 100 responden. Data akan dikumpulkan menggunakan google form lalu akan diolah melalui uji reabilitas dan uji validitas menggunakan SPSS dan dianalisa menggunakan SERVQUAL yaitu penguranganantara nilai persepsi dengan nilai harapan lau dipetakan melalui kuadran Important Performance Analysis. Berdasarkan kuadran Important Performance Analysis ditemukan 6 atribut layanan yang harus ditingkatkan dengan segera antara lain Kesigapan kurir dalammengantarkan paket kepada konsumen, Kecepatan customer service dalam menanggapi keluhanatau kendala konsumen, Kesopanan kurir dalam berinteraksi dengan konsumen, Kemampuan karyawan dalam menjelaskan layanan yang ditawarkan, Ketepatan waktu pengiriman oleh kurir sesuai layanan pengiriman, dan Ketepatan waktu pick up sesuai dengan rentang waktu.Kata Kunci: IPA, SERVQUAL, Kualitas Layanan, Anteraja,]]>
