2017 : PENERAPAN METODA SER VQUAL DALAM MENINGKATKAN KUALITAS PELAYANAN KIRIMAN EKSPRES DI PT BIROTIKA SEMESTA/DHL

Ir. Bobby Oedy Pramoedyo S. MSc., Ph.D.


Abstract

PT Birotika Semesta/DHL is a courier express company which focuses on international shipment. Very tight competition in parcel delivery industry has forced DHL as a market leader to keep innovating and evaluating their services to the customers. A service that has to be delivered to the customers sometimes does not fulfill their expectation. The courier company itself sometimes has a different perception between services that they have delivered to the customers and customer's expectation of the courier services. This research was designed to measure the customer's satisfaction level using Servqual method Specifically, gap l, between management's perception and customer's expectation, and gap 5, gap between expectation and perception of the customers, were measured. Measurement was done through five dimensions of Servqual, which comprised tangiblity, reliability, responsiveness, assurance, and …