Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods

A company service’s higher quality is indicated by its service performance’s effectiveness and efficiency. This can increase customers’ satisfaction, thus leads to the of income. research objective was know effects 5 dimensions constructing quality, including on satisfaction in freight forwarder industry. Current collected data through purposive sampling, distributing questionnaire 86 customers continued processing measuring gap tested statistically using SmartPLS program, priority scale mapping Importance Performance Analysis, improvement Failure Mode Effect Analysis. The first findings obtained from this analysis result IPA discovering 10 indicators which require 7 were found same GAP measurement. second finding biggest component needs Indonesia, reliability dimension. Therefore, concerns need be given these matters so that more accurate reliable provided.