2020
DOI: 10.3846/transport.2020.13879
|View full text |Cite
|
Sign up to set email alerts
|

Identification of Sectoral Logistics Service Quality Gaps by Applying Servqual Method

Abstract: Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to o… Show more

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...
1
1
1
1

Citation Types

0
4
0
6

Year Published

2021
2021
2024
2024

Publication Types

Select...
6
2

Relationship

0
8

Authors

Journals

citations
Cited by 11 publications
(10 citation statements)
references
References 48 publications
0
4
0
6
Order By: Relevance
“…Comprehensive studies of the efficiency of international transport and service systems testify to the need to improve infrastructure support for integrated processes. In the mentioned production formations, the optimization of infrastructure characteristics is the basis of the development of organizational and structural foundations for improving the operation of transport and logistics systems [2]. Therefore, increasing the competitiveness of the transport and logistics service in servicing foreign trade cargo flows should be based on taking into account a large set of influencing factors in the system.…”
Section: Formulation Of the Problemmentioning
confidence: 99%
“…Comprehensive studies of the efficiency of international transport and service systems testify to the need to improve infrastructure support for integrated processes. In the mentioned production formations, the optimization of infrastructure characteristics is the basis of the development of organizational and structural foundations for improving the operation of transport and logistics systems [2]. Therefore, increasing the competitiveness of the transport and logistics service in servicing foreign trade cargo flows should be based on taking into account a large set of influencing factors in the system.…”
Section: Formulation Of the Problemmentioning
confidence: 99%
“…Kuesioner sebelum pelayanan ialah kuesioner karakteristik dari pasien terdiri dari nama, usia, jenis kelamin, status perkawinan, pendidikan, pekerjaan, metode pembayaran dan frekuensi kunjungan, serta terdapat 22 pertanyaan sesuai dengan model Servqual yaitu kuesioner untuk menilai harapan (expectation) dari pasien terhadap kualitas pelayanan yang akan diterima saat di Poliklinik Gigi dilihat dari dimensi tangibles (nyata), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), empathy (empati). 15,16 Kuesioner setelah pelayanan dimodifikasi menggunakan framework dari domain Donabedian dan model Servqual dengan total 35 pertanyaan untuk menilai kenyataan (performance) dari pasien terhadap kualitas pelayanan yang telah diterima saat melakukan perawatan di Poliklinik Gigi. 12 Penilainan menggunakan skala Likert 1-5 yaitu 1=sangat tidak setuju, 2=tidak setuju, 3=cukup, 4=setuju, 5=sangat setuju, dan skala pengukuran Ordinal.…”
Section: Metode Penelitianunclassified
“…Metode Service Quality adalah metode untuk pengukuran serta melakukan evaluasi terhadap suatu kualitas pelayanan yang tersedia. Kuesioner dengan bentuk servqual disusun untuk mengukur harapan pelanggan dan menentukan persepsi pelanggan terhadap kualitas suatu pelayanan [13]. Lima dimensi penilaian kualitas pelayanan yaitu: a. Tangibles, bukti nyata berupa sarana prasarana dan dapat dirasakan secara langsung.…”
Section: Service Qualityunclassified