Analysis of Service Quality on Customer Satisfaction of PT. Sicepat Ekspres in Jogja City Using Servqual and IPA Method

Abstract

PT. Sicepat Ekspres is a delivery service company that operates throughout Indonesia. Sicepat has partnered with several Indonesian E-Commerce companies, such as Shopee, BukaLapak, Tokopedia, Blibli, Lazada, Zalora, etc., to facilitate online purchases. Initial observations have revealed various complaints regarding SiCepat's services, including discrepancies in the tracking system, delivery delays, lost items, and insufficient customer service, among others. Manager Sicepat stated that Yogyakarta City is one of the cities with the highest complaint rate. To measure the service quality, SERVQUAL (Service Quality) and IPA (Importance Performance Analysis) methodologies were needed. The research results indicate that PT. Sicepat has identified gaps in each dimension: tangible attributes (-0.203), reliability attributes (-0.723), responsiveness attributes (-0.13), assurance attributes (-0.087), and empathy (-0.16). Based on the IPA method, three main priority attributes have been identified in quadrant 1 for improvement: Delivery service companies should have a system for tracking goods that can be accessed by customers, the price is relatively cheaper than other expeditions, and the company completed the delivery of goods according to the promised/certain time.