<![CDATA[General Background Logistics and courier services have become essential supporting elements for business activities and daily public transactions. Specific Background Indo Paket, an established Indonesian freight delivery company operating since 2016, faces operational hurdles indicated by customer complaints regarding sub-optimal service, missing cargo, and insufficient security protocols. Knowledge Gap Existing studies on logistics evaluations rarely integrate operational service quality gaps directly with systemic root cause diagnostic frameworks to trace employee-level service failures. Aims This study evaluates service performance by integrating Service Quality (Servqual) and Root Cause Analysis (RCA) to identify key negative gap attributes and determine fundamental operational causes. Results Empirical analysis reveals that negative service gaps are heavily concentrated in Empathy and Assurance dimensions, specifically employee communication and attentiveness (-0.0167), employee product knowledge (-0.0122), and safety equipment availability (-0.0081). RCA further demonstrates that these weaknesses stem from a lack of structured communication training, inadequate feedback collection systems, and missing safety budget prioritizations. Novelty The investigation establishes a dual-framework methodology that bridges perceived service deficiencies directly to root managerial and training deficits in freight logistics. Implications Logistics management must implement structured employee training programs, establish clear standard operating procedures, and execute routine evaluations to eliminate service gaps and improve long-term user satisfaction. Key Findings Highlights Empathy attributes exhibited the highest negative quality gaps, particularly in employee communication and attentiveness toward service users. Root cause analysis identified the absence of structured training programs and feedback collection mechanisms as fundamental drivers of service failures. Strategic interventions require formal employee training, standardized problem-solving procedures, and continuous performance evaluations. Keywords Customer Satisfaction, Logistics Service Quality, Root Cause Analysis, Servqual Integration, Shipping Service Evaluation]]>
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