@thesis{thesis,
		author={RYAN DWI  FAVIAN},
		title ={PENINGKATAN KUALITAS PELAYANAN PENGIRIMAN BARANG REGULER DI PT GAGE INTERNATIONAL KOTA SEMARANG},
		year={2022},
		url={http://repository.stp-bandung.ac.id/1471/},
		abstract={The delivery or courier service business has become one of the service sectors that 
experienced a fairly high growth during the COVID-19 pandemic. This study was 
conducted to determine the quality of service at PT Gage International. This study 
uses descriptive quantitative methods with data collection techniques of 
observation, interviews, and literature study, as well as data collection tools 
consisting of questionnaires and checklists. Questionnaires were distributed to 63 
respondents who used the services of PT Gage International in January ? March 
2022. Data were analyzed using Importance ? Performance Analysis (IPA) to 
measure consumer expectations and perceptions in terms of reliability, 
responsiveness, assurance, empathy, and tangibles. The findings of this study 
illustrate that the quality of service seen from PT Gage International is good, but 
on the reliability the results are not good / do not agree so that the quality of service 
on this dimension needs to be improved again. This study recommends a thorough 
evaluation of vendors and periodic performance monitoring so that the quality of 
services offered is maintained.}
		}