LOGISTIC SERVICE QUALITY IN PT MENTARI SEJATI PERKASA (MSP) SURABAYA

Rahayu, Siti and Novika, Fitri and SUDARTAN, ANTHONY SOENARDI (2013) LOGISTIC SERVICE QUALITY IN PT MENTARI SEJATI PERKASA (MSP) SURABAYA. In: Proceeding The 10th. International Anual Symposium on Management. Department of Management Faculty of Business and Economics University of Surabaya, Surabaya, pp. 1457-1473. ISBN 978-979-99365-7-8

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Abstract

PT MSP is a business entity engaged in container transport by sea. In serving customers, the quality of service offered by PT MSP is very important to evaluate the service that had been provided to the customer. This study aims to portray the difference in quality of logistics services in PT MSP based on customer perception and individual companies. This type of research is descriptive conclusive. The target population is PT MSP customers in Surabaya, which consists of individuals and corporate customers. Total population in this study was identified, which is composed of 238 individual customers and 361 corporate customers. Thus, this study uses Probability Sampling with an error rate of 5% (0.05). The main finding of the study is to show the difference in customer perception of the company and individual logistics service quality higher than individual customers.

Item Type: Book Section
Uncontrolled Keywords: Quality of service, logistics, logistics service quality
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: Eko Setiawan 194014
Date Deposited: 20 Aug 2014 04:55
Last Modified: 20 Aug 2014 05:00
URI: http://repository.ubaya.ac.id/id/eprint/20277

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