Analisis Tingkat Prioritas Atribut Kualitas Layanan Perusahaan Penyedia Jasa Layanan Logistik

Abstract

This study specifically have the purpose is to define the attributes of service qual-
ity; determine the strengths and weaknesses of the quality of service; categorizing
strengths and weaknesses of the quality of service firms engaged in logistics services
provider. The depth Interview with servqual model framework as well as logistics
service quality model was conducted to define the attributes of logistics service
providers. This sample size was 200 respondents, and of the 258 questionnaires
distributed and returned by 25 of which can be processed as many as 201 respondents.
32 items defined and analyzed using a model servqual to determine the strengths and
weaknesses of the quality of service, categorization strengths and weaknesses and
testing performed by using Paired sample t-test it was found that the weighting is
performed so that the resulting ranking of the attributes of the service.
Keywords: SERVQUAL, Logistics Service Provider