PT Skypak Internasional otherwise known as TNT is one of the leading player in the courier business in Indonesia. Its current list of customers exceed 2000 names and the company believes it must continue to find and utilize different tools to measure the level of customer satisfaction toward their products and services.

Our group's approach to measure the gap between TNT's customer's perception and expectation is one such tool and it shall be utilized by TNT to develop better picture of their customers. The tool is based on the widely known and used four principles of marketing which should make it instantly recognizable to would-be users within the company. The analysis perfomed in this report could be duplicated whenever required to give users the snapshot of their customers which would allow them to make informed decisions on the different aspects of their products and services.



Research Location : PT Skypak Internasional (TNT)



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