Satisfaction Analysis of Costumers and Process Improvement of Forwarding Company Using Return on Quality (roq) and Service Quality (servqual)

Abstract. Nowadays, the industry competency of forwarding service is getting tight. PT. X as one of forwarding company keeps increasing service quality to their customer. Satisfaction is reaching if what the consumer desire fulfilled by services. Analysis of customer satisfaction is measured by servqual method. The method is aimed to recognize the gap between customer expectation and customer satisfaction. As seen on servqual calculation, it can be arranged a program of quality upgrading which later will increase the customer satisfaction. The output cost to quality improvement program counted as an investment. The involved method to calculate the produced reservation for service improvement is return on quality. The method calculate level of customer retention as a result of an implemented quality improvement program. Improvement program which could be implemented is an increasing number of sales, giving incentive for the tally man, training the stripping and stuffing method periodically, survey of periodic customer desire and make claim officer division. ROQ calculation result showed that suggested program was appropriate to be implemented with ROQ value of 1,49 and insensitive with the interest rate.