Enhancing Customer Experience: Analyzing Rocket Indonesia Application Satisfaction Using SERVQUAL and IPA
DOI:
https://doi.org/10.22441/jimb.v11i1.31148Kata Kunci:
Customer Satisfaction, Service Quality (SERVQUAL), Importance Performance Analysis (IPA), Service ImprovementAbstrak
This study aims to analyze the level of customer satisfaction for the Roket Indonesia application. Using the Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) methods, this study measures service quality and identifies priority areas for improvement. Data was collected from 133 application users, with a sample of 100 people, and analyzed using SPSS. The results show that all 12 items tested meet the criteria for validity and reliability. The GAP analysis shows that four out of 12 attributes perform beyond expectations, while the other eight attributes need to be improved. However, the overall customer satisfaction level reached 77.78%, indicating that in general, customers are satisfied with the service provided. Based on the analysis, several areas that need to be improved are consistency in delivery, ability to resolve delivery issues, and guarantee of replacement goods if goods are damaged or lost during delivery. Improvement proposals include conducting regular audits, enhancing delivery staff training, forming a special team for resolving delivery issues, implementing an efficient and responsive complaint management system, and providing a clear and transparent goods replacement policy. This research provides valuable insights for PT. TIKI Jalur Nugraha Ekakurir Tomang in their efforts to continuously meet and exceed customer expectations. Furthermore, the results of this study can be used as a basis for improving services and business strategies in the future.Unduhan
Referensi
Alfiatussyuaidah, S. (2022). Analysis of The Quality of The Population And Civil. IT Journal Research and Development (ITJRD), 1-11.
Amd, N. H. (2024, Maret 04). supplychainindonesia. Retrieved from Sektor Logistik dan Transportasi Terus Tumbuh di 2024: https://supplychainindonesia.com/sektor-logistik-dan-transportasi-terus-tumbuh-di-2024/
Azwarini, R. (2023, Juni 06). Customer Satisfaction Index (CSI). Retrieved from exsight: https://exsight.id/blog/2023/06/06/customer-satisfaction-index-csi/
Berinyuy, C. N. (2010). Using the SERVQUAL Model to assess. Umeå: DiVA portal.
Bhasin, H. (2023, June 13). The Servqual Model – Definition, Dimensions, Gaps and Advantages Service. Retrieved from marketing91: https://www.marketing91.com/servqual/
Bishop, C. (2024, Maret 6). What is customer satisfaction score? (+ how to measure CSAT). Retrieved from zendesk: https://www.zendesk.com/blog/customer-satisfaction-score/
BROUGHTON, J. (2015). Skepticism and the Cartesian. Canadian Journal of Philosophy, 1-25.
Feng, M. Y. (2014). Investigating the different approaches to importanceperformance analysis. White Rose University Consortium, 1-38.
Franklin, A. (2024, Juni 5). What is customer satisfaction? Definition + importance. Retrieved from zendesk: https://www.zendesk.com/blog/3-steps-achieving-customer-satisfaction-loyalty/
Goddyn, M. (2023, Juni 21). Shipping Delays 101: How to Handle a Late Delivery the Right Way. Retrieved from csatransportation: https://www.csatransportation.com/blog/shipping-delays-101-how-handle-late-delivery-right-way
Godovykh. (2020, Mei 26). "Satisfaction vs experienced utility: current issues and opportunities". Retrieved from tandfonline: https://www.tandfonline.com/doi/full/10.1080/13683500.2020.1769573?scroll=top&needAccess=true
Hidayat, A. (2018, November 4). Cara Hitung Rumus Slovin Besar Sampel. Retrieved from statistikian: https://www.statistikian.com/2017/12/hitung-rumus-slovin-sampel.html
Indeed Editorial Team. (2022, Agustus 8). Service Quality: Definition, 5 Dimensions and Implementation. Retrieved from indeed: https://www.indeed.com/career-advice/career-development/service-quality
Instapay Indonesia . (2023, oktober 6). 7 Manfaat Survei Kepuasan Pelanggan bagi Pelaku Bisnis dan Cara Membuatnya. Retrieved from instapay: https://instapay.id/blog/7-manfaat-survei-kepuasan-pelanggan-bagi-pelaku-bisnis-dan-cara-membuatnya/
JNE Express. (2022, September 10). jne.co.id. Retrieved from Roket Indonesia Layanan pengiriman instant dalam kota: https://www.jne.co.id/roket-indonesia-id
JNE Express Jakarta, Tomang. (2024). Data Pengiriman September 2023 - Mei 2024. DKI Jakarta: JNE Express.
Nikolopoulou, P. B. (2023, Juni 22). What Is a Likert Scale? | Guide & Examples. Retrieved from scribbr: https://www.scribbr.com/methodology/likert-scale/
Ramdhani, D. (2022, Oktober 2). https://www.inilahkoran.id/. Retrieved from 32 Tahun Beroperasi, JNE Akhirnya Luncurkan Layanan Kurir Instan Roket Indonesia: https://www.inilahkoran.id/32-tahun-beroperasi-jne-akhirnya-luncurkan-layanan-kurir-instan-roket-indonesia
Ratih Purbasari, ,. N. (2023). Digitalisasi Logistik Dalam Mendukung Kinerja. Journal of Organization, Management, Business and Logistics (JOMBLO) , 1-20.
Ruddy, L. I. (2023). PENGARUH LOGISTICS SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION. Jurnal Aplikasi Manajemen dan Bisnis, 1-13.
Salmaa. (2023, April 28). Skala Pengukuran dalam Penelitian: Pengertian, Jenis, Contoh. Retrieved from penerbitdeepublish: https://penerbitdeepublish.com/skala-pengukuran-dalam-penelitian/
Salomão, A. (2023, Juli 06). Reliabilitas vs Validitas dalam Penelitian: Mengukur Apa yang Penting. Retrieved from mindthegraph: https://mindthegraph.com/blog/id/reliabilitas-vs-validitas-dalam-penelitian/
Saud, A. K. (2021). ANALISIS KEPUASAN PELANGGAN DENGAN MENGGUNAKAN. Jurnal Sains & Teknologi Universitas Darma Persada, 1-8.
Saul Mcleod, P. (2023, Oktober 6 ). Z-Score: Definition, Formula, Calculation & Interpretation. Retrieved from simplypsychology: https://www.simplypsychology.org/z-score.html
Seftylia, C. (2022). Application of the Customers Satisfaction Index (CSI) and. BIRCI-Journal, 1-12.
Shang, Z. S. (2020, Juli 10). A Review on Quality of Service and SERVQUAL Model. Retrieved from SpringerLink: https://link.springer.com/chapter/10.1007/978-3-030-50341-3_15
Sotirios Zygiaris. (2022, Maret 11). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Retrieved from https://www.frontiersin.org/: https://www.frontiersin.org/journals/psychology/articles/10.3389/fpsyg.2022.842141/full
Williams, G. (2024, Juni 13). How to Run Reliability Test in SPSS. Retrieved from online-spss: https://online-spss.com/performing-reliability-test-in-spss/
Xiaohang, W. L. (2023). Application of SERVQUAL Model in Patient. atlantis-press, 1-19.
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
The copyright of this article was transferred to Universitas Mercu Buana if and when the article was accepted for publication. The undersigned below transfers all and all rights in and to paper including without limitation all copyright to UMB. The undersigned states and guarantees that the paper is genuine and that he is the author of the paper, except material that is clearly identified as the original source, with the notification of the permission of the copyright owner if necessary and has the power and authority to make and carry out this assignment. We state that this paper has not been published in the same form elsewhere.
Furthermore, I / We hereby transfer unlimited publicity rights to the above mentioned papers as a whole to Universitas Mercu Buana. Copyright transfers include the right to reproduce and distribute articles, including reprints, translations, photo reproductions, microforms, electronic forms (offline, online) or other reproductions that have similar properties. The appropriate author signs and accepts the responsibility for releasing this material on behalf of each and all co-authors. This agreement must be signed by at least one of the authors who has obtained approval from the co-author (s) where applicable.
After the submission of this agreement is signed by the appropriate author, changes in authorship or in the order of the registered author will not be accepted. Retained Rights / Provisions and Conditions Although the author is permitted to reuse all or part of the Work in another work, this does not include giving a third party request for reprinting, republishing, or any other type of reuse.
