Analisis Perbandingan Kualitas Pelayanan Jasa Ekspedisi KALOG, Herona Express, dan LNP di Stasiun Purwokerto

Jurnal Teknik Industri Terintegrasi Pub Date : 2024-01-19 DOI:10.31004/jutin.v7i1.22516

Ary putra Iswanto, M. Puspitasari, N. Imron, Windi Nopriyanto, Safrudin Kurniawan, Artika Dewi Nur Anisha

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Abstract

The volume of BHP courier transportation in Indonesia in 2021 increased by 265% from 2017. The purpose of this study was to determine the difference in the quality of services provided to users of BHP courier transportation services between KALOG, Herona Express, and LNP expedition services at Purwokerto Station. The sample used in this study are 100 respondents with purposive sampling technique sampling. The attributes used as a reference are the five dimensions of service quality, which were Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This study used a descriptive analysis method, Service Performance (SERVPERF), and MANOVA. The results of this study showed from overall service quality dimensions score. With the highest total average score (4,123) obtained by KALOG expedition services, then Herona Express (4.118), and the lowest total average score (4.056) obtained by LNP expedition services. From the results of the MANOVA comparison test, it is known that the tangible dimension is the dimension with the most significant difference in the comparison between: KALOG expedition services with Herona Express, KALOG expedition services with LNP, and Herona Express expedition services with LNP.

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普沃克托车站 KALOG、Herona Express 和 LNP 探险服务质量比较分析

2021年印度尼西亚的必威体育官网快递运输量比2017年增长了265%。本研究的目的是确定在Purwokerto车站，KALOG、Herona Express和LNP远征服务为必威体育官网快递运输服务用户提供的服务质量的差异。本研究采用目的性抽样技术抽取 100 名受访者作为样本。作为参考的属性是服务质量的五个维度，即切身感受（Tangibles）、可靠性（Reliability）、响应性（Responsiveness）、保证性（Assurance）和同理心（Empathy）。本研究采用了描述性分析方法、服务绩效（SERVPERF）和 MANOVA。研究结果显示，从服务质量维度的总体得分来看KALOG探险服务的平均总得分最高（4 123分），然后是Herona Express（4.118分），LNP探险服务的平均总得分最低（4.056分）。从 MANOVA 比较检验的结果可以看出，有形维度是 KALOG 远征服务与 Herona Express 远征服务之间差异最大的维度：KALOG 远征服务与 Herona Express 远征服务、KALOG 远征服务与 LNP 远征服务以及 Herona Express 远征服务与 LNP 远征服务的比较中，有形维度是差异最显著的维度。

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Jurnal Teknik Industri Terintegrasi

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