Abstract
The freight forwarding industry in Indonesia and globally is growing very rapidly. This is because the value of e-commerce transactions or online stores continues to increase every year. Along with the development of the e-commerce business, reliable shipping services are needed to support the e-commerce industry in Indonesia. In this era, many shipping service companies are competing to get a good image in the community. The Nugraha Ekakurir (JNE) route as a company engaged in the service sector is required to provide quality services to its customers. This study aims to determine the level of JNE customer satisfaction with the services provided by using the Importance Performance Analysis (IPA) method. This study involved 30 JNE customers, Jhoni Anwar, Padang City. The results showed that the average satisfaction level of JNE customers was 85%. Of the 5 variables, the tangible factor reaches the highest satisfaction value, while the variable with the lowest satisfaction score is reliability. Based on the IPA method, there are still 11 attributes that must be improved the quality of service.
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