Welcome to IJSDR

IJSDR

INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH
International Peer Reviewed & Refereed Journals, Open Access Journal
ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016
open access , Peer-reviewed, and Refereed Journals, Impact factor 8.15

Submit Paper Online

Call For Paper

Issue: April 2024

Volume 9 | Issue 4

Impact factor: 8.15

Click Here For more Info

Imp Links for Author

Imp Links for Reviewer

Research Area

Subscribe IJSDR

Visitor Counter

Indexing Partner

Published Paper Details

Paper Title:	Gap Analysis of Customer Expectations and Companys Perception of Delivery Service Quality on PT POS Indonesia
Authors Name:	Fiona Gisela Permatasari , Gusti Ayu Wulandari , Cempaka Paramita , Ayu Anggun Asmaraga
Unique Id:	IJSDR2204002
Published In:	Volume 7 Issue 4, April-2022
Abstract:	This study aims to determine the gap between customer expectation and corporate perception on the quality of service of goods at PT Pos Indonesia Jember City Branch. Interview and questionnaire distribution is data collection methods in this study. The population in this research is classified into two different aspects, the total population of customers is not identifiable with 97 respondents, and the total population of corporate is 52 with 30 respondents. The data analysis method used is SERVQUAL analysis with Wilcoxon Sign Rank Test through SPSS 16. This study indicated that overall, there is a gap between customer expectations and company perceptions of the quality of services delivery of goods. Dimensions of service quality that indicated a significant gap are dimensions of reliability, assurance, and physical evidence. Furthermore, the dimensions of responsiveness and empathy show an insignificant gap (Abstract)
Keywords:	Customer expectation, Corporate perceprion, Dimension of service quality
Cite Article:	"Gap Analysis of Customer Expectations and Companys Perception of Delivery Service Quality on PT POS Indonesia", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.7, Issue 4, page no.5 - 9, April-2022, Available :http://www.ijsdr.org/papers/IJSDR2204002.pdf
Downloads:	000337066
Publication Details:	Published Paper ID: IJSDR2204002 Registration ID:200129 Published In: Volume 7 Issue 4, April-2022 DOI (Digital Object Identifier): Page No: 5 - 9 Publisher: IJSDR \| www.ijsdr.org ISSN Number: 2455-2631

Click Here to Download This Article

Article Preview
Click here for Article Preview

Major Indexing from www.ijsdr.org

Google Scholar	ResearcherID Thomson Reuters	Mendeley : reference manager	Academia.edu
arXiv.org : cornell university library	Research Gate	CiteSeerX	DOAJ : Directory of Open Access Journals
DRJI	Index Copernicus International	Scribd	DocStoc

Track Paper

Track Submitted Paper

Important Links

Call For Paper

Join As Reviewer

Conference Proposal

CLICK HERE
For Conference Prposal

ISSN

DOI (A digital object identifier)

Providing A digital object identifier by DOI
How to GET DOI and Hard Copy Related

Open Access License Policy

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License Creative Commons License

Social Media

IJSDR

Indexing Partner

For Authors Sample Paper Format Submit Paper Online Call For Paper Copyright Form Undetaking Form Publication Charges FAQ Contact US	Publications Current Issue Past Issue	Proposals Join As a Reviewer Editiorial Board Join in RMS Program Conference Proposal	Policies Privacy Policy Payment Terms and Condition Copyright Infringement Claims Payment Refund Policy
Copyright © 2024 - All Rights Reserved - IJSDR