| dc.description.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. | en_US |
