Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods

Abstract

A company service’s higher quality is indicated by its service performance’s effectiveness and efficiency. This can increase customers’ satisfaction, thus leads to the increase of company income. This research objective was to know the effects of 5 dimensions constructing service quality, including the effects of service quality on customers’ satisfaction in freight forwarder industry. Current research collected data through purposive sampling, by distributing questionnaire to 86 customers continued by data processing by measuring the gap and tested statistically using SmartPLS program, priority scale mapping using Importance Performance Analysis, and improvement using Failure Mode and Effect Analysis. The first findings obtained from this research was analysis result using IPA discovering 10 indicators which require improvement in which 7 indicators were found the same through GAP measurement. The second finding was the biggest component which needs improvement in freight forwarder service in Indonesia, which is reliability dimension. Therefore, concerns need to be given to these matters so that more accurate and reliable service can be provided.