Perbandingan Perceived Service Quality PT. Pos Indonesia, JNT dan JNE pada Pengguna Layanan Logistik Kecamatan Johan Pahlawan Kabupaten Aceh Barat
DOI:
https://doi.org/10.63822/g8s63p74Keywords:
Perceived Service Quality, PT POS INDONESA, JNT, JNEAbstract
This study aims to identify and analyze the comparison of perceived service quality among three courier service companies, namely PT. Pos Indonesia, JNT, and JNE, in Johan Pahlawan District, West Aceh Regency. The method used is quantitative with a comparative quantitative approach. Data were collected through a Likert scale (1–5) questionnaire from 96 respondents who had used services from the three companies. Validity and reliability tests were conducted to ensure the research instrument was appropriate. The data were then analyzed using one-way ANOVA and Post Hoc Bonferroni tests. The results indicate a significant difference in perceived service quality among the three companies (p = 0.000 < 0.05). JNT obtained the highest average score, followed by JNE, while PT. Pos Indonesia received the lowest. The Post Hoc test results showed that all pairwise comparisons (JNT vs. JNE, JNT vs. PT. Pos Indonesia, and JNE vs. PT. Pos Indonesia) had significant differences. These findings align with the Logistics Service Quality (LSQ) theory, which emphasizes the importance of effective logistics services in shaping customer perceptions. This research implies that logistics service providers must continuously improve service quality based on customer needs and expectations, particularly in aspects such as delivery speed, clarity of information, and complaint handling. For PT. Pos Indonesia, these findings can serve as a foundation for evaluating and enhancing competitiveness in an increasingly competitive logistics market.
Downloads
References
Dian, H., & Wibawa, P. (2024). Analisis Perbandingan Service Quality Antara Jasa Pengiriman J & T Express dan JNE Express di Kecamatan Tempilang Kabupaten Bangka Barat. 1(2), 302–311.
Dinnantara, F. E. (2021). ANALISIS PERBANDINGAN KUALITAS PELAYANAN PADA JASA KURIR JNE DAN J&T DI KOTA YOGYAKARTA. Skripsi Universitas Islam Indonesia Fakultas Bisnis DAN Ekonomika, 75(17), 399–405.
Feldika, R. C., & Wijaksana, T. I. (2021). Analisis Perbandingan Service Quality Pada Pos Indonesia Dan Tiki Menggunakan The Nine Features Of Logistics Service Quality (lsq). EProceedings …, 8(3). https://openlibrarypublications.telkomuniversity.ac.id/index.php/management/article/view/14944%0Ahttps://openlibrarypublications.telkomuniversity.ac.id/index.php/management/article/download/14944/14848
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Pambudi, M. A. L. (2021). Manfaat Dan Dampak Digitalisasi Pada Bisnis Logistik Di Era New Normal. Dinamika Bahari, 2(2), 131–135. https://doi.org/10.46484/Db.V2i2.282
Prasetyo, F. A. (2015). Analisis Perbandingan Service Quality Antara Jne Dan J&T Ekpress. Jurnal Manajemen Pemasaran, 4(2), 8.
Rahayu, S. A. (2023). Analisis Turn Around PT Kereta Api Indonesia sebagai Respons terhadap Tantangan Bisnis Digital. Jurnal Manajemen Dan Bisnis, 7(2), 11–25.
Rahmawati, A., & Santoso, B. (2023). (2023). Variasi persepsi kualitas layanan logistik berdasarkan ketepatan waktu, informasi, dan penanganan keluhan pelanggan [The variation of logistics service quality perceptions based on timeliness, information clarity, and complaint handling]. Jurnal Manajemen Logistik Indonesia, 12(1), 45–59.
Rosyida, A., & Fatmawati, R. (2021). Kualitas Pelayanan Perusahaan J&T Express Terhadap Loyalitas Pelanggan. Jurnal Aplikasi Administrasi, 24(2), 152–157.
Saleba, S. N. (2024). Analisis Operasi Bisnis Pt. Pos Indonesia Dalam Industri Logistik. Thesis Program Studi Magister Manajemen Fakultas Ekonomi Dan Bisnis Universitas Hasanuddin Makassar. https://repository.unhas.ac.id/Id/Eprint/34053/
Suryadi, A. (2024). Peran Teknologi Dan Digitalisasi Dalam Mewujudkan Jaringan Logistik Berkelanjutan. Research Gate, May.
Yuliana, Y., Hilda, H., Studi, P., Syariah, E., Raden, U. I. N., & Pelembang, F. (2024). Manajemen Risiko Dalam Pengiriman Barang Pada Jasa JNT Express Cabang Palembang Ditinjau Dari Perspektif Ekonomi Islam barang di Indonesia . 2(3). https://doi.org/10.61132/Santri.V2i3.558
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Safina Yulia, Ivon Jalil , Chairiyaton Chairiyaton (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
