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INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH
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ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016
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Issue: August 2022

Volume 7 | Issue 8

Impact factor: 8.15

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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: 000101746
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

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