Integrasi Servqual, Model Kano, Kansei Engineering, dan TRIZ Untuk Perbaikan Kualitas Layanan Jasa Logistik Kurir (Studi Kasus: PT. Pos Indonesia KPC Sidoarjo)

The increasingly fierce competition in the logistics industry forces the industry players to continue to improve and improve the quality of their services. Making improvements to priority attributes that are considered unsatisfactory is one of the efforts of PT. Pos Indonesia KPC Sidoarjo to increase customer satisfaction. Determination of priority attributes for improvement is done by using the integration of Kansei Engineering, Servqual, and Kano models to get the attribute that has the most negative value, has a high level of importance, and has an effect on customer satisfaction. Then, from each service attribute, suggestions for improvement are given using the TRIZ method. The results show that there are 5 priority service attributes that are included in the cumulative 80 percent that must be repaired immediately and 12 proposed solutions that have minimal contradictions