CUSTOMER SATISFACTION ANALYSIS ON AIR CARGO HANDLING USING THE SERVQUAL APPROACH AT PT XYZ

Abstract

The main objective of this research is to ascertain the influence exerted by various variables on air cargo services originating from PT XYZ. This research uses a qualitative method by processing questionnaire data tabulated on a Likert scale from questions formed from the operational servqual variables, then continued by processing IPA diagram data with a description of the final results. These results show that the services of PT XYZ cannot fulfil the wishes of its service users. The results of data processing based on the attributes of the servqual dimension obtained 3 big Gap that the biggest gap is in the Emphaty dimension (-0.07), followed by Reliability (-0.05) and Assurance (-0.04) and the IPA diagram shows that 8 attributes need to be improved, namely attribute C number 1, 4, 6, 10, 11 and 14, and attribute D number 16 and 17.