Service Systems in ports and inland waterways

Edisi

2001

ISBN/ISSN

-

Deskripsi Fisik

76 p.

Judul Seri

-

No. Panggil

TXT PO GRO s C.1

Identifying the strategy to reduce queuing of trucks during peak hour operati…

Belawan International Container Terminal especially serves export and import container by activities loading, discharge, receiving, delivery and behandle. These terminal in the main entrance gate container to North Sumatera, Aceh and most Riau. Recently, the terminal face the queue of trucks at peak time operation. These condition reduce terminal's level of service. This paper will evaluate a…

Defining service quality in tramp shipping: conceptual model and empirical ev…

Tramp shipping constitutes a prominent segment of the shipping market. As customers increasingly seek value from service providers for low price but yet high quality services, there is a pressing need to understand critically what construe the service quality for the tramp sector. In this respect, however, no prior research has been conducted for this market segment. This study recognises the g…

Service quality and its relation to satisfaction and loyalty in logistics out…

The purpose of this paper is to investigate how perceived service quality influences both a shipper’s satisfaction and subsequent loyalty in third-party logistics outsourcing relationships.

Logistics service quality and its effects on customer satisfaction in the man…

The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies’ supply chains.

Becoming a “world class” company with logistics service quality

A “world class” organization must provide high levels of logistics service quality to customers. Knowledge of customer expectations and an understanding of the firm's performance on logistics service attributes relative to competitors are vital to achieving service excellence. Research studies in four industries identify the most important logistics service attributes in business‐to‐bus…

Improving the service quality of ocean container carriers: an Indian case study

The purpose of this paper is to assist ocean container carriers in their service quality improvement strategies to ensure breakthrough performance in India.

Retail Logistics Service Quality: A Cross-Cultural Survey on Customer Percept…

Purpose – The purpose of this paper is to compare perceptions of retail logistics service quality among Romanian and Tunisian customers, and determine which dimensions of logistics service quality have the greatest influence on customer satisfaction and loyalty. Design/methodology/approach – Data were collected using self-administered questionnaires from two convenience samples of hyper…

Managing in-store logistics: a fresh perspective on retail service

Traditional retailers still insist on using price, product, and promotion as sources of competitive advantage.This emphasis typically ignores the potential of in-store logistics operations in the creation of customer value. A major objective of retail customers is to navigate the retail servicescape in an efficient, convenient, enjoyable and effective manner. In-store logistics operations large…

An Analysis of the Measurement of the Shipping Service Quality

Under the rapidly changing environment of the international economy, the shipping industry has been suffering from severe survival competition. Thus, this study attempted to identify the construct of the shipping service quality and measure it by expanding the research model of the logistics service quality into the shipping industry in order to conceptualize shipping services and to develop th…

Using LSS to improve the efficiency and quality of a refund process in a logi…

This study aims to demonstrate a service quality improvement project implemented by the Lean Six Sigma (LSS) methodology to achieve dramatic improvements with respect to service quality and speed in the refund process of the logistics center in Amway Company, Taiwan. It describes in detail how the LSS methodology was applied and how various qualitative and quantitative tools and techniques with…

Market competitiveness and quality performance in high-contact service indust…

The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high-contact service industries.

The impact of dependence and relationship commitment on logistics outsourcing…

The purpose of this paper is to develop a theoretical framework involving dependence, relationship commitment, logistics outsourcing and service quality to exhibit the roles of the relational factors involved in logistics outsourcing and their outcomes.

An integration of kano’s model and exit-voice theory: a case study

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano’s model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study…

A model for strategic repositioning of service processes

The restructuring of service channels, driven by deregulation, intensifying global competition and emerging information technology, is forcing every company to re‐evaluate the adequacy of current customer services. Introduces a normative model, called service process analysis (SPA), that properly differentiates the concept of service from the specification of the delivery channel so as to fac…

Reliability-based analysis of service recovery

To succeed, service businesses must offer their customers high-quality, reliable service. However, many of the characteristics that make services unique also make it difficult to ensure consistently correct performance. To promptly identify and correct errors when they occur, service managers have been advised to include recovery steps in their service processes. However, while service recovery…

Applying a Kansei engineering-based logistics service design approach to deve…

To obtain a competitive advantage in the logistics market, international express companies should design services to stimulate customers’ usage intention by understanding customers’ affective perceptions (or in Japanese, Kansei) of the service offerings. Thus, the purpose of this paper is to analyze the relationships among the service elements of international express, customer Kansei perce…

Measuring customer satisfaction on the container terminal service at Palemban…

Export values have increased annually as a result of the growth in industry in South Sumatera. Fertilizer, crude palm oil (CPO), coal, plastic and wood are among the main commodities in the region. Basic services as well as transportation are being made available in order to support this growth. The Palembang Port Container Terminal in Palembang town is just one of these service providers. Befo…