Peningkatan Kepuasan Konsumen Terhadap Jasa J&T Express Teluk Ambon

  • Boy Soumokil Program Studi Teknik Industri Universitas Pattimura
  • Alfredo Tutuhatunewa Universitas Pattimura
  • Johan M. Tupan Program Studi Teknik Industri Universitas Pattimura
DOI: https://doi.org/10.30598/ale.7.2025.166-169
Keywords: Servqual, Importance Performance Analysis, Kepuasan pelanggan, Gap

Abstract

J&T Express Teluk Ambon, yang merupakan penyedia jasa pengantaran barang di kota Ambon, dituntut untuk senantiasa memberikan pelayanan yang berkualitas. Masalah keterlambatan pengantaran barang, kondisi barang yang rusak saat diterima, hingga terjadinya kesalahan komunikasi antara kurir dengan pelanggan, merupakan hal yang sering dikeluhkan pelanggan. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pelanggan terhadap pelayanan jasa J&T Express Teluk Ambon. Pengumpulan data dilakukan melalui wawancara dan penyebaran kuesioner google form bagi para pelanggan yang telah menggunakan jasa J&T Express Teluk Ambon. Metode analisis data yang digunakan adalah Servqual dan Importance Performance Analysis (IPA). Hasil analisis Servqual menunjukan gap 5 secara keseluruhan bernilai negatif. Hasil analisis IPA menunjukan variabel yang berada pada kuadran 1 adalah variabel tangible dan responsiveness. Berdasarkan hal tersebut dapat disimpulkan bahwa tingkat kepuasan pelanggan terhadap pelayanan jasa J&T Express Teluk Ambon masih rendah, karena kondisi aktual yang dirasakan lebih rendah dari ekspektasi pelanggan.

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References

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Published
2025-09-28
How to Cite
Soumokil, B., Tutuhatunewa, A., & Tupan, J. M. (2025). Peningkatan Kepuasan Konsumen Terhadap Jasa J&T Express Teluk Ambon. ALE Proceeding, 7, 166-169. https://doi.org/10.30598/ale.7.2025.166-169
Issue
Vol 7 (2025): Archipelago Engineering
Section
Articles

Copyright (c) 2025 Boy Soumokil; Alfredo Tutuhatunewa; Johan M. Tupan

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