Manufacturers Satisfaction on Logistics Service Quality: Operational, Relational and National Culture

Rahmat, Abdul; Faisol, Nasruddin

doi:10.1016/j.sbspro.2016.05.385

Cited by 14 publications

(10 citation statements)

References 14 publications

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“…Although some of the factors found in this study have been identified similarly to some extent by previous studies on services marketing logistics in particular (e.g. quality of contact personnel, accuracy of order, timeliness, quality of information in LSQ and tangibles, reliability, empathy in SERVQUAL) [22], this study provides insight exclusively for customs services from a different perspective since it was not discussed under another supply chain channel but was focused on specifically.…”

Section: Marketing Criteria Regarding Company Personnel and Service Dimensionsmentioning

confidence: 54%

Revealing Marketing Criteria of Customs Services: A Dyadic Approach

İldeş¹,

Göçer²

2019

J ETA Maritime Sci

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The increasing importance of marketing services has led services industries to pursue ways of providing better services and improve customer satisfaction in a competitive marketplace. Knowing what can be promoted and what customers consider in choosing the service provider are important factors in a strategic marketing plan. Recognizing core competences with customer expectations and perceptions is undoubtedly the best tool for success. While services marketing has been studied for many services industries, logistics, particularly customs services, is rarely addressed. Exploiting services quality and perception scales, this qualitative study applied content analysis to semi-structured interviews to explore the marketing criteria of customs service providers from a dyadic perspective within businessto-business (B2B) services. Marketing criteria for customs services were categorized as company, personnel, and service-oriented. Three genuine dimensions were created in accordance with their relevance to the service provider company, employees working in the service provider company and the service itself. The results reveal that customs services marketing criteria taken into consideration by customers for service provider choice can be different when compared to other services within a B2B environment. This study contributes to services marketing regarding customs services by comparing the factors of logistics services quality and perception literature.

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Section: Marketing Criteria Regarding Company Personnel and Service Dimensionsmentioning

confidence: 54%

Revealing Marketing Criteria of Customs Services: A Dyadic Approach

İldeş¹,

Göçer²

2019

J ETA Maritime Sci

View full text Add to dashboard Cite

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“…Trên thế giới, một số nghiên cứu tiêu biểu như: Xu Xi (2007) cho rằng sự hài lòng của khách hàng có thể được đo lường thông qua sự phản hồi của khách hàng, lòng trung thành [9]. Rahmata (2016) khẳng định một số nhân tố ảnh hưởng đến sự hài lòng của khách hàng như tính kịp thời, giá trị nền tảng văn hóa giữa các quốc gia trong bối cảnh nghiên cứu tại Malaysia (Malaysia là một xã hội đa chủng tộc và đa văn hóa) [10]. Shashank Rao et al (2011) kết luận sự hài lòng của khách hàng đối với nhà bán lẻ bị quyết định bởi sự hài lòng chất lượng của khách hàng đối với quy trình thực hiện đơn hàng [11].…”

Section: Một Số Nghiên Cứu Liên Quanunclassified

Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company

Tuấn

2020

Sci. Tech. Dev. J. Econ. Law. Manag.

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This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The results show that responsiveness, assurances, and empathy have a positive impact on customer satisfaction. This comes from the characteristics of logistics industries that require assurance and accurate responsiveness. Therefore, the study offers some solutions for Duong Vy as well as the logistics industry to improve the quality of logistics services, such as (1) invest to improve the assessment of tangible value and customer trust; and (2) promote assurance, responsiveness, and empathy to increase customer satisfaction and enhance business efficiency.

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“…Measurement dimensions can be taken from how the level of customer satisfaction. In a previous study [14]- [16] from the observation process it was obtained that the most significant criterion in improving customer satisfaction and comfort was the accuracy of order conditions.…”

Section: Introductionmentioning

confidence: 99%

Improved logistics service quality for goods quality delivery services of companies using analytical hierarchy process

Riliandini¹,

Dianti

Hidayah³

et al. 2021

joscex

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Logistics plays a role in the smooth transaction between companies because it is a facilitator of buying and selling goods and services to fulfill the supply orders of consumer companies. This study aims to analyze how the impact of improved Logistic Service Quality (LSQ) for quality of goods delivery services by using LSQ dimensions from previous research. Sample data is obtained through the dissemination of questionnaires which are then processed quantitatively with convergent validity and reliability tests. Data processing with a sample count of 61 respondents. The results of this study show that there is the main dimension of logistic service quality in improving the quality of service, namely ordering condition, time, and information quality. Each comparison factor is tested for consistency using the Analytical Hierarchy Process (AHP), each of the main criteria has a consistency value of less than 0.1 so that the main criteria tested have a consistent comparison matrix and can be the basis of decision making for companies in choosing alternative criteria priorities.

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Manufacturers Satisfaction on Logistics Service Quality: Operational, Relational and National Culture

Cited by 14 publications

References 14 publications

Revealing Marketing Criteria of Customs Services: A Dyadic Approach

Revealing Marketing Criteria of Customs Services: A Dyadic Approach

Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company

Improved logistics service quality for goods quality delivery services of companies using analytical hierarchy process

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