ANALISA PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DALAM PENYEDIA JASA LOGISTIK – STUDI KASUS : PT. LBS SURABAYA

Abstract

Creating the excellence of the products is a must where competitiveness of service in logistic provider in giving satisfaction to valued customers.  The main objective of  the  research  is  to  determine  the  relationships  amongst  variables : personnel contact quality, timeliness, order discrepancy handling, ordering procedures as technical functions in logistic quality performance related to the customer satisfaction.

The technique used in the analysis is done by structural equation model for obtaining the highest weights amongst variable used in the research, while measuring variables is by using a five-point likert-type Scale.

The results of the research can be obtained by examining the effects of those variables stating that personnel contact quality  has  no substantial contributions  on customer satisfaction, timeliness has substantial contributions on  customer satisfaction, order discrepancy handling has substantial contributions on timeliness, order discrepancy handling has substantial contributions on customer satisfaction, ordering procedures has substantial contributions on  customer satisfaction, personnel contact quality has no contributions on timeliness, and ordering procedures has substantial contributions on order discrepancy handling.