@thesis{thesis,
		author={REGITA APRILIA  RAMESTI},
		title ={KUALITAS PELAYANAN CV VANS SARANA UTAMA LOGISTIK 
BELITUNG DILIHAT DARI PERSPEKTIF CUSTOMER},
		year={2022},
		url={http://repository.stp-bandung.ac.id/1470/},
		abstract={CV Vans Sarana Utama is one of the companies engaged in logistics, which 
serves cargo and courier services, as a field that continues to increase and can 
continue to run during the Covid-19 pandemic and fields where competition 
continues to increase every year. Therefore, this study was conducted to determine 
the quality of service in the CV Vans Sarana Utama company so that companies can 
find out the lack of services in their company and can know the priorities that must 
be improved, which this research was conducted by knowing the expectations and 
perceptions of the Customer. , carried out using the SERVQUAL model and 
Importance Performance Analysis based on five dimensions of service quality, 
namely Tangible, Reliability, Empathy, Responsiveness, and Assurance. The 
research was conducted using a quantitative approach with a descriptive method. 
Based on the results of the study, it was concluded that there was still Customer
dissatisfaction with the company's service quality, of which there were 10 indicators 
that were included in the A quadrant which was the company's priority to be 
improved, so based on this it was necessary to improve service quality based on 
related factors}
		}