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Service quality analysis at PT. XYZ to improve operational quality and performance, creating an innovation strategy in competitive market of 3PL logistics in Jabodetabek area

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In indonesia, logistics activity of flow material from down-stream to up-stream mostly distributed from and to jabodetabek area with lots of third-party service provider exists and operated in this area. The purpose of this research is to find out the servqual dimension which affects pt. Xyz operational performance, to explain the selection criteria of 3pl provider, and to provide suggestions based on findings. Secondary data from questionnaire survey based on the servqual model and logistics service quality (lsq) was carried out among 120 customers of 3pl from jabodetabek area. The data was analyzed by using spss anova to quantify respondent criteria and structural equation modeling (sem) to identify the correlation between the variables figured in path diagram that collected from questionnaires. This research found that respondents have high consideration on selecting 3pl provider where the reliability and assurance is the most critical components for pt. Xzy to ensure customers satisfaction. The researcher also found that customer satisfaction is important to build customer intentions.

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Availability

M00227

(wh)

Available

Detail Information

Series Title

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Call Number

227

Publisher

: Swiss German University., 2012

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

MBE

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