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All Journal Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Zulfiasari, Rahmarida Dwina
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Decision Sciences, Operations Research & Management

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Service Quality Analysis of Goods Delivery Services Using the Servqual Method Zulfiasari, Rahmarida Dwina; Waluyowati, Nur Prima
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 4 No. 4 (2025)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2025.04.4.01

Abstract

Purpose – The purpose of this study is to identify the level of customer satisfaction with service quality attributes and to provide recommendations for improving the most influential attributes in enhancing services at JNE Ekspress Hub Pajajaran, Malang City.     Design/methodology/approach – This research uses a quantitative descriptive approach. The sample consists of 100 respondents who are at least 18 years old, have used JNE Ekspress Hub Pajajaran services, and reside in Malang City. The sampling technique used is non-probability sampling with purposive sampling. Data were collected using a Likert-scale questionnaire. Instrument testing was conducted using validity and reliability tests. Data analysis was performed using the SERVQUAL method.   Findings –The results show that all service quality attributes have negative gap scores, indicating that perceived service performance is lower than customer expectations. This suggests that the services provided by JNE Ekspress Hub Pajajaran Malang City do not meet customer expectations.    Originality/value – This study provides practical insights for service improvement by identifying gaps between customer expectations and perceptions using the SERVQUAL approach in a logistics service context.
Co-Authors Waluyowati, Nur Prima