Analisis Kualitas Layanan Operasional Jasa Ekspedisi J&T Express Berdasarkan Ulasan Pengguna Aplikasi

Ni Wayan Christy Rilliane Nucivera Adnyana; Willy Fratama Purba

doi:10.31004/riggs.v4i4.4477

Authors

Ni Wayan Christy Rilliane Nucivera Adnyana Universitas Sam Ratulangi
Willy Fratama Purba Universitas Sam Ratulangi

DOI:

https://doi.org/10.31004/riggs.v4i4.4477

Keywords:

J&T Express, Kualitas Layanan, Logistik, Manajemen Operasional, Ulasan Pengguna

Abstract

Pertumbuhan pesat e-commerce di Indonesia menuntut penyedia jasa logistik untuk beradaptasi melalui integrasi sistem informasi dan layanan operasional berbasis digital. J&T Express sebagai pemimpin pasar logistik di Asia Tenggara telah menerapkan strategi ekspansi infrastruktur dan teknologi aplikasi mobile, namun realita operasional di lapangan masih menunjukkan adanya kesenjangan kualitas layanan. Penelitian ini menganalisis kualitas layanan operasional J&T Express berdasarkan ulasan pengguna aplikasi mobile sebagai sumber Voice of Customer. Menggunakan metode content analysis deskriptif, penelitian ini menganalisis ulasan pengguna pada aplikasi "J&T Express Indonesia" di Google Play Store. Teknik pengumpulan data menggunakan purposive sampling terhadap 100 ulasan negatif (bintang 1 dan 2) pada periode Januari hingga November 2025. Hasil analisis konten menunjukkan bahwa keluhan operasional terdistribusi ke dalam empat kategori utama: Reliability (paket stagnan di titik transit dan keterlambatan last-mile delivery) sebanyak 46,61%, diikuti Responsiveness (chatbot dan layanan pelanggan yang tidak solutif) 32,20%, kemudian Technology System (terkait error login, bug, tracking berbasis webview, dan gangguan live chat) 20,33%, serta Handling (pelanggaran SOP penanganan paket) 0,86%. Masalah paling krusial terletak pada stagnasi aliran barang (bottleneck) di titik transit dan kegagalan fungsi komunikasi layanan pelanggan (chatbots). Penelitian ini menyimpulkan bahwa tantangan operasional perusahaan bersifat multidimensi, sehingga manajemen direkomendasikan untuk melakukan audit kapasitas distribusi, revitalisasi stabilitas aplikasi mobile, serta humanisasi layanan pelanggan guna memulihkan kepercayaan konsumen.

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