KAJIAN KUALITAS LAYANAN JASA TRANSPORTASI LOGISTIK UNTUK MENINGKATKAN KEPUASAN PELANGGAN DENGAN PENDEKATAN METODE ZONE OF TOLERANCE (ZOT)

Logistics transportation service industries experiencing the growth significantly due to e-commerce since last decade. However, services industry, it is difficult quantify as a function of different user preference over time. The study examined evaluate satisfaction level logistics systems in order develop more responsive, empathy, reliable and friendly. A survey conducted users provider Makassar city. Kano model was methodology used evaluating systematically by integrating attributes based on into some clusters. ZOT (Zone Tolerance) proposed mapping prioritizing improvement. performance Services Quality (LSQ) currently using five dimensions SERVQUAL. Measuring quality carried out comparison with minimum values that still acceptable desired users. Based 20 attributes, result showed three existed above MSS (Measure Service Superiority) seven below MSA Adequacy) needed improvement services.