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