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.