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All Journal JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH)
Ari Muzakir
Universitas Bina Darma, Palembang
Computer Science & IT Decision Sciences, Operations Research & Management

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Evaluation of Service Quality Gaps in Pos Express Services Using the SERVQUAL Method Muhamad Alif Fitrah Adriansyah; Rahayu Amalia; Ari Muzakir
Journal of Information System Research (JOSH) Vol 7 No 3 (2026): April 2026
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josh.v7i6.9466

Abstract

This study aims to analyze the service quality of Pos Express in South Sumatra by applying the SERVQUAL method to identify gaps between customer expectations and perceptions. A quantitative approach was employed by distributing structured questionnaires to 120 respondents selected through purposive sampling. The measurement instrument was developed based on five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results indicate that customer expectations were consistently higher than perceived service performance across all dimensions. The largest negative gap values were found in the responsiveness (-0.73) and reliability (-0.72) dimensions, indicating weaknesses in service response time, complaint handling, delivery punctuality, and information accuracy. Meanwhile, the empathy dimension recorded the smallest gap (-0.29), suggesting relatively positive interpersonal interactions between staff and customers. To support data processing and analysis, a web-based evaluation system was developed to automate SERVQUAL calculations and reporting. The system facilitated efficient data management and improved the accuracy of service quality analysis. Overall, the findings highlight the need for service improvement, particularly in enhancing operational reliability and responsiveness. This study provides empirical evidence to support service quality management and decision-making in regional postal services.
Improving the POSPAY Mobile Interface Using User-Centered Approach with User Experience Questionnaire Evaluation Tasya Arnomel Mareta; Evi Yulianingsih; Ari Muzakir
Journal of Information System Research (JOSH) Vol 7 No 3 (2026): April 2026
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josh.v7i6.9474

Abstract

Digital public service applications require interfaces that are clear, efficient, and consistent to support fast and accurate transactions. In the PT Pos Indonesia service environment, POSPAY users may experience difficulties in locating core services, understanding menu structures, and completing tasks efficiently due to navigation and interface consistency issues. This study aims to improve the POSPAY mobile interface using a user-centered approach and to evaluate user experience using the User Experience Questionnaire. The study involved 20 participants (staff and customers). Observation and semi-structured interviews were conducted to elicit user needs, which were translated into prioritized requirements and implemented in a high-fidelity clickable prototype developed with Figma. Participants completed standardized task scenarios before completing the questionnaire. The results show positive mean scores in five dimensions, with Perspicuity (1.70) and Efficiency (1.55) as the highest, followed by Attractiveness (1.45), Dependability (1.20), and Stimulation (1.05). Novelty (0.65) remained neutral, indicating that the proposed interface is perceived as functional but not strongly innovative. The main contribution of this study is a context-specific requirement set and traceable mapping between user needs and prototype features for POSPAY in a postal service setting, supported by quantitative user experience evidence to prioritize interface refinement and implementation decisions at PT Pos Indonesia.
Co-Authors Amalia , Rahayu Evi Yulianingsih Muhamad Alif Fitrah Adriansyah Tasya Arnomel Mareta