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Djoko Agus Purwanto
Departemen Ilmu Kefarmasian, Fakultas Farmasi Universitas Airlangga, Indonesia
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Journal : International Humanities and Applied Science Journal

 1 
SERVICE QUALITY ANALYSIS IN A FREIGHT FORWARDING SERVICE IN JAKARTA USING SERVQUAL AND IMPORTANCE PERFORMANCE METHOD Innisa, Deana Rohali; Purwanto, Agustinus Hariadi Djoko
International Humanities and Applied Science Journal VOLUME 8, ISSUE 1, 2025
Publisher : Universitas Mercu Buana

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Abstract

Abstract – This study was motivated by sales’ volume decline of imported cargo and customers number of a shipping company in Jakarta (PT.BX) in the last two years. This contradicted with the Ministry of Trade data showing imports increases in that period. Countermeasures have been taken through priced reduction, nevertheless, complaints persist and the decline continues. This quantitative research applied statistical descriptive technique using ServQual and Importance Performance Analysis (IPA) tools. Questionnaire was prepared based on five ServQual dimensions (tangible, reliability, responsiveness, assurance, empathy) detailed to be 25 indicators from which 31 respondents (customers) provided their feedbacks. The reliability test shows that each dimension has a Cronbach alpha above 0.6, indicating that the instrument produces consistent and stable results, making the data reliable. The results of this research showed negative gaps in all ServQual dimensions, with the Reliability dimension having the highest gap (-1.54) and the lowest Empathy dimension (-0.58). The IPA provides results in which seven indicators were identified as priorities for improvement in quadrant I, including adequate parking, sufficient number of staff, simple service procedures, staff ability to provide explanations, staff ability to handle problems, responsiveness in processing complaints, and providing correct answers to customers. In summary, this research confirms operational problems required corrective actions on the prioritized attributes.
Co-Authors A Fahmy Arif Tsani A. Toto Purnomo Abby Rahmat Kamaruzzaman Achmad Fuad Hafid Achmad Toto Poernomo Achmad Toto Purnomo Adecha Ekalipta Primazafira Adi Utarini Afra, Fairuz Yaumil Agustina, Indri Alief Putriana Rahman Anggita Mirzautika Anita Natalia Suryawijaya Asri Darmawati Asri Darmawati Aty Widyawaruyanti Audrey Gracelia Riwu Augustien, Nora Budi Suharjo Budi Wikeko Christina Destri Corry, Maylisa Natalia Devi Eka Juniarti Dewi Isadiartuti Dewi Melani Hariyadi Edhi, Narendrani Sasmitaning Erwin Astha Triyono Esti Hendradi Fairuz Yaumil Afra Fauziyah, Riska Salfa Febri Annuryanti Guniarti Guniarti Guniarti Hadi Poerwono Hadi Suhardjono Hanifah Ridha Rabbani Hasan, Muhammad Amir Heny K Daryanto Herin Mawarti Hidayati, Agriana Rosmalina I Nyoman Wijaya Ilmi, Hilkatul Innisa, Deana Rohali Ira Widjiastuti Isnaeni Isnaeni Isnaeni Iswajuni, Iswajuni Joewono Soeroso Juni Ekowati Jusak Nugraha Jusak Nugraha Kun Ismiyatin Lahardo, Devanus M. Rasjad Indra Mangestuti Agil Marcellino Rudyanto Masruratos Zahroh Melanny Ika Sulistyowaty Mirzautika, Anggita Muhammad Amin Muslihatin, Wirda Noorma Rosita Nora Augustien Pribadi, Didik Huswo Purwaningsih - Purwitasari, Neny Retno Pudji Rahayu Retno Widyowati Riesta Primaharinastiti Riesta Primaharinastiti, Riesta Rufaidah Azzahrah Saribatiara, Saribatiara Setyabudi Setyabudi Soraya Aulia Sri Iswati Suciati Suciati Sukardiman Susetyowati Susilowati Susilowati Sutini Tiara Sukmawati Toto Sudargo Tri Widiandani Tristiana Erawati Tutiek Purwanti Ujang Sumarwan Wibowo, Nadya Khadijah Wicaksana, Firman Widiwurjani Widji Soeratri Widji Soeratri Yayuk Hartriyanti Yudianingtyas, Deanur Yusniasari, Putri Antika Yusuf, Helmy