LOGISTICS SERVICE QUALITY EVALUATION USING KANO ON GAP ANALYSIS MODEL

In term of delivery service industry, it has various types of services. Today the trend of logistics and delivery services having dramatical shifting. In responding what consumer need of the delivery service, knowing the dimension and criteria which drive the service quality is very important. In this paper, the study is focus on the evaluation of service quality value carried by the logistic & delivery service at last-mile delivery. The observation done by retrieving the data through questionnaire with 58 valid respondents & various demographic background, and 1 logistics & delivery service company. The evaluation done by using KANO Model, there are 3 quality dimension with 20 criteria been evaluated. The analysis took after the evaluation process by adopting the SERVQUAL Gap Analysis Model, all the 20 criteria then analyse using Gap-1 analysis. The analysis result divided into 3 aspects, the Positive Gap analysis with 13 criteria grouped as positive value for the logistics company; the Negative Gap analysis with 2 criteria grouped as negative value for the logistics company; and 1 service quality dimension ‘System Quality’ defined as the dimension need to be improved for the logistics company to meet what customer needs.