Integrasi Model Servqual dan Model Kano dalam Menganalisis Atribut Kualitas Layanan Perusahaan Penyedia Jasa Layanan Logistik

Abstract

Model SERVQUAL is widely used in the measurement of customer satisfaction has been popular. While, stillthere are many other models including the Kano Model. This model is also widely used in the field of qualitymanagement. In order to be able to identify the attributes of the better services that improve customersatisfaction levels, the integration model SERVQUAL and KANO’s Model are used. The purpose of this study isto define the determine of strengths and weaknesses, as well as categorize the strengths and weaknesses of theservice quality of the logistics services providers This study found that the criteria for ranking service attributesby using the SERVQUAL model has a relationship with the Kano model. The model is illustrated through casestudies of services from the logistics service providers.