PT. XYZ is a company engaged in services as
a freight forwarder. In an effort to serve the needs of
consumers in the process of air exporting goods, PT.
XYZ wants to improve the quality of its services,
because in recent months there has been a decrease in
the number of shipping instructions accompanied by the
inclusion of several complaints from customers. For this
reason, companies need to approach consumers to find
out where quality improvements must be made. The
approach with consumers can find out the behaviour
and factors that influence consumers' perceptions and
expectations related to service quality.
Service Quality (SERVQUAL) method is a method
used to measure service quality of each dimension
attribute, through a questionnaire with a Likert scale
that is used to measure service quality so that a gap
value can be obtained between the expectation of
consumer perceptions of each dimension service
received. Then the GAP from the SERVQUAL method
is processed using the Importance Performance
Analysis (IPA) method to sort the priority of service
quality improvement that will be done through the
Cartesian diagram. Based on the order of priority,
improvements are made using the 5W + 1H method.
Keywords : Service Quality, Importance Performance Analysis (IPA), 5W+1H (What, When, Where, Who, Why and How), Service Improvement.