The Study of Service Quality of Logistics Service Providers in Indonesia

Abstract

This research was aimed to study the service quality of Indonesian logistics service providers by using SERVQUAL (Service Quality) model. The SERVQUAL model can evaluate the customer’s expectation and customer’s perception in 5 dimensions, which are tangibility, reliability, responsiveness, assurance and empathy. This study collected 33 questionnaires from 16 logistics services provider and 17 customers. The t-test was conducted to compare the differences between the customer’s expectation and perception. The results showed that the customer’s perception was less than the customer’s expectation for all dimensions. Consequently, Indonesian logistics service providers cannot meet the customer’s requirements. Therefore, they should develop service competency in order to fulfill the customer’s satisfaction. The first factor that needs to be improved is customer’s complaints handling.