JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK
Vol 6, No 1 (2022): page 01 - 176

Improving Service Quality Of Delivery Services Based On Heterogeneous Customer Behavior In A Developing Country: A Context During Covid-19

Rahmat Hidayat Muslimin (Departemen Teknik Industri, Fakultas Teknik, Universitas Hasanuddin, Jalan Poros Malino, Kab. Gowa, 92171, Indonesia)
Armin Darmawan (Department of Industrial Engineering and Engineering Management, National Tsing Hua University, Hsinchu City, ROC Taiwan Departemen Teknik Industri, Fakultas Teknik, Universitas Hasanuddin, Jalan Poros Malino, Kab. Gowa, 92171, Indonesia)
Syamsul Bahri (Departemen Teknik Industri, Fakultas Teknik, Universitas Hasanuddin, Jalan Poros Malino, Kab. Gowa, 92171, Indonesia)
Amrin Rapi (Politeknik APP Jakarta, Indonesia)

Article Info

Publish Date
02 Jun 2022

Abstract

Delivery services are going through a transition phase globally due to changes in the market dynamics and growing e-commerce industries. As the delivery services of public logistics organizations have a lasting impact on customer behavior, logistics organizations are using innovative, customer-centric, and cost-effective strategies to offer customers convenient, attractive, and effective service solutions. The current study has been undertaken to analyze the effectiveness of each element of quality services of delivery services. Qualitative and quantitative research approaches were implemented based on a hundred respondents in identifying the critical issues based on the SERVQUAL method, heterogeneous customer satisfaction index (HCSI), and mapping out prioritizing the most critical problem. The study results reveal that customers are susceptible to the responsive, assurance, and empathy dimensions. These three of five dimensions are adversely influencing the satisfaction of customers.

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Journal Info
JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK
Website

Abbrev

JMIL

Publisher

Politeknik APP Jakarta

Subject

Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering Transportation

Description

Jurnal Manajemen Industri dan Logistik (Industrial and Logistic Management Journal) JMIL, invites academician/researchers/contributors to submit research papers, technical papers, conceptual papers, and case study reports in the scope of Logistics Management, Industrial Marketing, and International ...