Service Quality Evaluation Using The Integration of Servqual and Kano Model to Quality Function Deployment (QFD) on Package Delivery Courier Service

Baiq, Halvera Metrimagista Zahir (2021) Service Quality Evaluation Using The Integration of Servqual and Kano Model to Quality Function Deployment (QFD) on Package Delivery Courier Service. Diploma thesis, Universitas Andalas.

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Abstract

Recently, the logistics business has developed rapidly as result of the developments of technology and digital innovation. This can be seen from the booming logistics businesses phenomenon as a result of the growth of e-business usage in trading transactions. Service quality is essential in the sustainability of the logistics business, companies have to improve and sustain the service quality in order to survive in the market competition. Courier service is categorized in the logistics business category. This study aims to measure the service quality of package delivery services of two company, to identify the attributes that most influence service quality, and provide recommendations to enhance service quality. The dimensions used in this study using 8 dimensions of Logistic Service Quality developed by Mentzer et al., (2001), namely Personnel Contact Quality (PQ), Order Release Quantities (OR), Information Quality (IQ), Ordering Procedures (OP), Order Accuracy (OA), Order Condition (OC), Order Discrepancy Handling (OD), and Timeliness (TI). The methods used in determining service quality level are Servqual Method and Kano Model, while the proposed improvements are constructed using Quality Function Deployment (QFD). Based on servqual method results, it is obtained servqual gap value of company A (-0.052) is more positive compared to company C (-0.580). This value illustrates that customers are more satisfied with the performance of company A than C even though both company have negative servqual gap score. Based on Kano Model categorization it is obtained there are 7 (seven) attribute categorized in attractive category, 12 (twelve) attribute categorized in one-dimensional category, 13 (thirteen) attribute categorized in indifferent category, and 4 (four) attribute categorized in must-be category. Moreover, the attributes that have the greatest influence on customer satisfaction and dissatisfaction are attribute orders received are undamaged (OC1), compensation that is given due to handling error is reasonable (ODH1), the company guarantees the confidentiality and security of shipments or information (OC4). The results of QFD construction for both company obtained that there are 13 designed technical responses to fulfill customer needs. The proposed improvements that have the highest priority for both company (A and C) is periodically monitor or supervise the employee performance criteria and improve the SOP on delivery and service (R3), maximization of employee's capabilities on service handling and customer specific needs through training, seminar, and workshop (R1), providing reward and punishment for employee (R5), and IT system development (R11).

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