Analysis of Cargo Handling Service Quality on Customer Satisfaction in Logistics Companies Using the SERVQUAL Method

Abstract

This study aims to analyze the quality of cargo handling services and their influence on customer satisfaction in a logistics company using the SERVQUAL method. A quantitative approach was employed to evaluate the gap between customer expectations and perceived service performance. Data were collected through questionnaires distributed to 145 customers selected from a population of 500 customers using the Slovin formula. The research instrument was developed based on the five SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. The collected data were analyzed using SERVQUAL gap analysis and Importance–Performance Analysis (IPA). The results revealed that the overall SERVQUAL gap score was -0.58, indicating that the cargo handling services provided by the company had not fully met customer expectations. Among the five dimensions, reliability showed the largest negative gap (-0.09), followed by empathy (-0.07), assurance (-0.06), tangibles (-0.06), and responsiveness (-0.02). Furthermore, the IPA results identified cargo status information during the shipping process as the highest priority attribute for improvement. These findings suggest that the company should focus on enhancing service reliability, information transparency, and cargo monitoring systems to improve customer satisfaction and strengthen competitiveness in the logistics industry.