Peningkatan Kualitas Layanan Logistik Melalui Integrasi Model Kano dan Servqual: Studi Kasus pada PT. Pos Gondang, Mojokerto

Abstract

Increased competition in the logistics industry requires service providers to continuously improve service quality in order to meet customer expectations. PT Pos Gondang Mojokerto faces several challenges in providing adequate services, such as long queues, limited operating hours, and no warranty for packages sent. This study aims to measure and improve the quality of PT Pos Gondang services through the integration of the Servqual method and the Kano Model. The Servqual method is used to calculate the gap between service performance and customer expectations, while the Kano Model identifies service attributes that should be prioritized for improvement. Based on the analysis, there are 12 attributes that require immediate improvement, including speed of service, timeliness of delivery, and convenience of facilities. The results show that implementing improvements to these prioritized attributes can significantly increase customer satisfaction and strengthen PT Pos Gondang's competitive position in the logistics market. The implications of this research provide insight for companies in developing service improvement strategies based on consumer needs, so as to increase competitiveness in the midst of dynamic logistics industry competition.