Quality-Service of Courier Companies Using Six Sigma Approach

International Journal of Economics and Management Studies
© 2020 by SSRG - IJEMS Journal
Volume 7 Issue 9
Year of Publication : 2020
Authors : RR Erlina
How to Cite?

RR Erlina, "Quality-Service of Courier Companies Using Six Sigma Approach," SSRG International Journal of Economics and Management Studies, vol. 7,  no. 9, pp. 71-78, 2020. Crossref, https://doi.org/10.14445/23939125/IJEMS-V7I9P109


The aim of controlling service quality is to reduce defects and even achieve zero defects. The focus of this paper is to analyze the service attributes that need to be developed by courier companies in Indonesia with the six Sigmamethod. The results of the discussion showed that the quality of service was not maximal; it was still far from level 6 sigma with DPMO 3.4. Hence it was necessary to improve services. The calculation results in six Sigma show that the dominant critical attribute is Rel2 (on-time delivery of goods) to is the dominant attribute causing customer dissatisfaction.


Consumer Satisfaction, Quality Service, Six Sigma.


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