Authors :
Eko Sujatmiko; Dr. Ir. Edhie Budi Setiawan; Dr. Ir. Richardianto Prasadja
Volume/Issue :
Volume 8 - 2023, Issue 11 - November
Google Scholar :
https://tinyurl.com/yk5zau52
Scribd :
https://tinyurl.com/3v4wah3a
DOI :
https://doi.org/10.5281/zenodo.10245777
Abstract :
Evaluation of service quality and operational
performance during delivery process are determining
factors toward customer satisfaction. As such, there are
necessary efforts to increase delivery performance of
container round use (CRU) system. The research was
conducted in PT. Honda Trading Aloz with sample
amounting to 114 employees. Data was gathered through
instrument in form of questionnaire with tested Likert
scale. The used data analysis method is path analysis.
First research result found that service performance has
positive and significant correlation towards delivery
performance. Therefore, it can be concluded that
operational performance has positive and significant
correlation towards delivery performance. Relevant
service and operational performance in delivery has
effects to increase customer satisfaction, thus delivery
performance as intervening variable is proved to
improve service quality and operational performance
towards customer satisfaction.
Keywords :
Service quality, operational performance, delivery performance, customer satisfaction.
Evaluation of service quality and operational
performance during delivery process are determining
factors toward customer satisfaction. As such, there are
necessary efforts to increase delivery performance of
container round use (CRU) system. The research was
conducted in PT. Honda Trading Aloz with sample
amounting to 114 employees. Data was gathered through
instrument in form of questionnaire with tested Likert
scale. The used data analysis method is path analysis.
First research result found that service performance has
positive and significant correlation towards delivery
performance. Therefore, it can be concluded that
operational performance has positive and significant
correlation towards delivery performance. Relevant
service and operational performance in delivery has
effects to increase customer satisfaction, thus delivery
performance as intervening variable is proved to
improve service quality and operational performance
towards customer satisfaction.
Keywords :
Service quality, operational performance, delivery performance, customer satisfaction.
