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Analysis of Logistics Services Quality Using SERVQUAL Method in Surabaya City : Literature Review and Research Suggestion

Novitasari, Andini Anastasia (2020) Analysis of Logistics Services Quality Using SERVQUAL Method in Surabaya City : Literature Review and Research Suggestion. In: The 2nd International Conference on Business and Banking Innovations (ICOBBI) 2020, 14 - 15 Agustus 2020, STIE Perbanas Surabaya.

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Abstract

Covid-19 Pandemic currently has an impact on a variety of fields, one of which is logistics services, especially in freight forwarding services whose trends are increasing. Firstly, the study aims to explore service quality dimension and analyze the gap between customer perceptions and expectations of the logistics services using the SERVQUAL method. Secondly, the study aims to know the correlation between service quality towards customer satisfaction and customer loyalty in logistics services. This study was designed as a qualitative research by using theoretical reviews based and was supporting by previously research. The basic concept underlined by this theoretical review are the SERVQUAL method, customer satisfaction and customer loyalty. By critical review and classifying the result of previous researches, this research found some propositions: (1) The five dimensions of SERVQUAL can shape the quality of services in logistics services (2) The quality of logistics services consisting of SERVQUAL dimensions has a significant correlation to customer satisfaction (3) Customer Satisfaction has a significant correlation to customer loyalty

Item Type: Conference or Workshop Item (Paper)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: ICOBBI (International Conference of Business and Banking Innovations)
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 10 Oct 2020 08:26
Last Modified: 20 Oct 2020 04:51
URI: http://eprints.perbanas.ac.id/id/eprint/5830

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