Implementation of Profile Matching in Evaluating Customer Satisfaction for PT. BKZ Expedition Services
Evaluation of service satisfaction is essential for decision-making related to efforts to improve service quality. PT. BKZ’s expedition service conducts customer satisfaction evaluations as part of its competitive strategy. The satisfaction assessment for PT. BKZ's import goods delivery service...
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| Format: | Article |
| Language: | Indonesian |
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Islamic University of Indragiri
2025-07-01
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| Series: | Sistemasi: Jurnal Sistem Informasi |
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| Online Access: | https://sistemasi.ftik.unisi.ac.id/index.php/stmsi/article/view/5212 |
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| author | marfuah marfuah Steffi Adam Abdullah Husin David Tanjaya |
| author_facet | marfuah marfuah Steffi Adam Abdullah Husin David Tanjaya |
| author_sort | marfuah marfuah |
| collection | DOAJ |
| description | Evaluation of service satisfaction is essential for decision-making related to efforts to improve service quality. PT. BKZ’s expedition service conducts customer satisfaction evaluations as part of its competitive strategy. The satisfaction assessment for PT. BKZ's import goods delivery service is carried out using five criteria: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The evaluation process employs the Profile Matching method, which functions to identify the competency gap between actual data values and the predefined profile benchmarks. The questionnaire was distributed online and filled out by PT. BKZ customers. The results indicate that the implementation of the Profile Matching method is effective in supporting decision-making related to service improvement and enhancement strategies at PT. BKZ. The three lowest-scoring criteria that require follow-up action are Empathy (38), Assurance (38.65), and Responsiveness (39.3). These aspects must be improved, particularly among frontline staff at PT. BKZ. The next policy direction should focus on maintaining current staff performance and providing motivation to foster continuous improvement. This can be achieved by offering performance-based bonuses to employees with the highest service satisfaction evaluation scores and providing training programs for those with the lowest performance scores. |
| format | Article |
| id | doaj-art-e35bda33c33449619fddff6cc933c481 |
| institution | DOAJ |
| issn | 2302-8149 2540-9719 |
| language | Indonesian |
| publishDate | 2025-07-01 |
| publisher | Islamic University of Indragiri |
| record_format | Article |
| series | Sistemasi: Jurnal Sistem Informasi |
| spelling | doaj-art-e35bda33c33449619fddff6cc933c4812025-08-20T02:39:51ZindIslamic University of IndragiriSistemasi: Jurnal Sistem Informasi2302-81492540-97192025-07-011441587159510.32520/stmsi.v14i4.52121122Implementation of Profile Matching in Evaluating Customer Satisfaction for PT. BKZ Expedition Servicesmarfuah marfuah0Steffi Adam1Abdullah Husin2David Tanjaya3Universitas UniversalUniversitas UniversalUniversitas Islam IndragiriUniversitas UniversalEvaluation of service satisfaction is essential for decision-making related to efforts to improve service quality. PT. BKZ’s expedition service conducts customer satisfaction evaluations as part of its competitive strategy. The satisfaction assessment for PT. BKZ's import goods delivery service is carried out using five criteria: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The evaluation process employs the Profile Matching method, which functions to identify the competency gap between actual data values and the predefined profile benchmarks. The questionnaire was distributed online and filled out by PT. BKZ customers. The results indicate that the implementation of the Profile Matching method is effective in supporting decision-making related to service improvement and enhancement strategies at PT. BKZ. The three lowest-scoring criteria that require follow-up action are Empathy (38), Assurance (38.65), and Responsiveness (39.3). These aspects must be improved, particularly among frontline staff at PT. BKZ. The next policy direction should focus on maintaining current staff performance and providing motivation to foster continuous improvement. This can be achieved by offering performance-based bonuses to employees with the highest service satisfaction evaluation scores and providing training programs for those with the lowest performance scores.https://sistemasi.ftik.unisi.ac.id/index.php/stmsi/article/view/5212profile marchinglayanan expedisikualitas layanansistem pendukung keputusan |
| spellingShingle | marfuah marfuah Steffi Adam Abdullah Husin David Tanjaya Implementation of Profile Matching in Evaluating Customer Satisfaction for PT. BKZ Expedition Services Sistemasi: Jurnal Sistem Informasi profile marching layanan expedisi kualitas layanan sistem pendukung keputusan |
| title | Implementation of Profile Matching in Evaluating Customer Satisfaction for PT. BKZ Expedition Services |
| title_full | Implementation of Profile Matching in Evaluating Customer Satisfaction for PT. BKZ Expedition Services |
| title_fullStr | Implementation of Profile Matching in Evaluating Customer Satisfaction for PT. BKZ Expedition Services |
| title_full_unstemmed | Implementation of Profile Matching in Evaluating Customer Satisfaction for PT. BKZ Expedition Services |
| title_short | Implementation of Profile Matching in Evaluating Customer Satisfaction for PT. BKZ Expedition Services |
| title_sort | implementation of profile matching in evaluating customer satisfaction for pt bkz expedition services |
| topic | profile marching layanan expedisi kualitas layanan sistem pendukung keputusan |
| url | https://sistemasi.ftik.unisi.ac.id/index.php/stmsi/article/view/5212 |
| work_keys_str_mv | AT marfuahmarfuah implementationofprofilematchinginevaluatingcustomersatisfactionforptbkzexpeditionservices AT steffiadam implementationofprofilematchinginevaluatingcustomersatisfactionforptbkzexpeditionservices AT abdullahhusin implementationofprofilematchinginevaluatingcustomersatisfactionforptbkzexpeditionservices AT davidtanjaya implementationofprofilematchinginevaluatingcustomersatisfactionforptbkzexpeditionservices |