THE ANALYSIS OF PT. TIKI JALUR NUGRAHA EKAKURIR IN MAINTAINING SERVICE QUALITY AND CUSTOMER SATISFACTION ON CONSUMER'S LOYALTY INTERESTS DURING COVID-19 PANDEMIC

Arief Teguh Fulianto, Figo Fadhilla Azis, Wynd Rizaldy, Agus Setiawan

Abstract


The growth of the freight forwarding service industry in Indonesia and in the world  has been  experiencing a rapid growth, which is triggered by the online trading industry. To support the online buying and selling industry, reliable freight forwarding services are needed at an affordable cost. The object of this research is the company PT. Jalur Nugraha Ekakurir (JNE) route, which is a company engaged in the delivery of goods. As a freight forwarder, JNE must maintain service quality and customer's satisfaction with customer' interest in the COVID-19 pandemic situation. This study aims to determine the level of service quality and customer's satisfaction of JNE toward consumer's loyalty interest by using the Servqual method. This study involved 150 individual customers from JNE companies throughout Indonesia. The research method used was by distributing questionnaires to respondents who are Indonesian people. The results show that the average satisfaction level of JNE customers was 94.39% in 2019 and was 99.07% in 2020. from the 5 dimensions of Servqual, in 2020, the responsiveness factor reached the highest satisfaction value, while the aspect that had the lowest satisfaction value was reliability. Based on the IPA matrix, it shows that this factor is also a priority aspect to improve the quality of its services. Meanwhile, the responsiveness factor is considered by customers as an important factor because it has increased the speed of delivery performance during this pandemic and in this case, JNE has been able to satisfy its customers.


Keywords


Servqual Method, Customers, Consumer Loyalty, Covid-19 Pandemic, CSI

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DOI: https://doi.org/10.25292/atlr.v4i0.425

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