THE ANALYSIS OF DELIVERY SERVICE QUALITY USING SIX SIGMA AND SERVQUAL METHODS IN IMPROVING CUSTOMER SATISFACTION

Enggar Wahyuningsih, Sekar Afra Azizah, Muhammad Iqbal Firdaus, Suci Ramadhani Siregar

Abstract


In the logistics business, service quality in terms of delivery services is an essential factor that must be continually enhanced. Drawn from the study case of JNE Express,  a company that specializes in the shipping and delivery of products and documents, this research aimed to determine the implementation of the SERVQUAL and Six sigma methods in the logistics service industry. JNE Express requires quality improvement efforts using the SERVQUAL and Six Sigma methods to increase customer satisfaction. The mix method was used in this study, which mixed quantitative data from surveys with qualitative data from interviews and observations. The results indicated that the highest GAP of service quality was on time delivery of products (X2.1), with a GAP of -0.63, and the most complaints were about the provision of compensation for any damage or loss of goods (X4.1).

Keywords


Service Quality, Six Sigma, SERVQUAL, Customer Satisfaction

Full Text:

PDF

References


Antony, Jiju. 2006. “Six Sigma for Service Processes.” doi: 10.1108/14637150610657558.

Antony, Jiju, Pruksathorn Palsuk, Sandeep Gupta, Deepa Mishra, and Paul Barach. 2017. “Six Sigma in Healthcare: A Systematic Review of Literature.”

BPS. (2020). Tinjauan Big Data Terhadap Dampak Covid-19 2020. https://www.bps.go.id/publication/2020/06/01/effd7bb05be2884fa460f160/tinjauan-big-data-terhadap-dampak-covid-19-2020.html

Ghozali, I. 2011. Aplikasi Analisis Multivariate Dengan Program IBM SPSS 19. 5th ed. Semarang: Badan Penerbit Universitas Diponegoro.

Jirasukprasert, Ploytip, and Jose Arturo Garza-reyes. 2013. “A Six Sigma and DMAIC Application for the Reduction of Defects in a Rubber Gloves Manufacturing Process.” 5(1):2–21. doi: 10.1108/IJLSS-03-2013-0020.

Karcz, Jacek. 2016. “Improvements in the Quality of Courier Delivery.” 10(2):355–72.

Madhani, Pankaj M. 2016. “Application of Six Sigma in Supply Chain Management : Evaluation and Measurement Approach.” (January 2016).

Nakhai, Behnam. 2009. “The Challenges of Six Sigma in Improving Service Quality.” 26(7):663–84. doi: 10.1108/02656710910975741.

Parasuraman, A., V. .. Zeithaml, and L. .. Berry. 1988. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing 64 No.1.

Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing 49(4):41. doi: 10.2307/1251430.

Rizki, Kinda, Eko Ruddy Cahyadi, and Alim Setiawan Slamet. 2020. “The Effect of Online Shop Owner Satisfaction on Logistic Services (Comparative Study of JNE and J&T Express).” Indonesian Journal of Business and Entrepreneurship (May). doi: 10.17358/ijbe.6.2.196.

Zhuo, Zhiyi. 2019. “Research on Using Six Sigma Management to Improve Bank Customer Satisfaction.” 6.




DOI: https://doi.org/10.25292/atlr.v4i0.463

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.