PENGARUH KUALITAS LAYANAN LOGISTIK PADA FEDERAL EXPRESS TERHADAP KEPUASAN PELANGGAN DITINJAU DARI PERSEPSI BUDAYA INDIVIDUALIST DAN COLLECTIVIST

Paulina, Monica and Trisnawati, Juliani Dyah and Kusumawardhany, Prita Ayu (2015) PENGARUH KUALITAS LAYANAN LOGISTIK PADA FEDERAL EXPRESS TERHADAP KEPUASAN PELANGGAN DITINJAU DARI PERSEPSI BUDAYA INDIVIDUALIST DAN COLLECTIVIST. In: Seminar Nasional Forum Manajemen Indonesia ke 7, 10 - 12 November 2015, Hotel Discovery Ancol & Kep Seribu Jakarta.

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Official URL / DOI: http://www.fmi7jakarta.com/

Abstract

This study aims to know and analyze the effect of service quality of Federal Express (Fedex) logistic on customer satisfaction based on individualist and collectivist customer’s perception. This research used the measurement of four logistic service quality dimensions. Those dimensions are reliability, caring, responsiveness and assurance. The method used is regression linear with SPSS 18 software. Data collected directly from respondents who meet the specified characteristics of the population by distributing questionnairies. The samples used in this study was 120 respondents from USA, UK, Canada, Australia, Netherlands, and Indonesia. The result of this study showed the influence of Fedex logistic’s service quality on customer satisfaction based on individualist and collectivist customer’s perception. Keywords: Logistic, Logistic Service Quality, Individualist, Collectivist, Customer Satisfaction.

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Logistic, Logistic Service Quality, Individualist, Collectivist, Customer Satisfaction
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	PRITA AYU KUSUMAWARDHANY
Date Deposited:	27 Jan 2016 04:52
Last Modified:	27 Jan 2016 04:52
URI:	http://repository.ubaya.ac.id/id/eprint/26564

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