Correlation of Service Provider Perspective and Customer Perspective with Customer Development in Lion Parcel

Hushila Yuliandiastary, Wahyu Septiowati, Yoanita Octora, Muhammad Iqbal Firdaus, Chaidir Tasran

Abstract


The tight competition among expedition companies make them know precisely about the rate of customer development aimed at developing service and increasing sales, one of which is Lion Parcel where they are consistent in fulfilling the need of customers by not increasing the delivery tariff among the increase of air cargo tariff in Indonesia. This customer development is also synchronized with service provider perspective where they have pretext in this development such as reject or accept the wish of customers. In addition, in the fulfillment of customer development due to customer perspective to find out the customer perspective in satisfying their needs. The present study aims to find out the correlation between service provider perspective and customer perspective with customer development in Lion Parcel. This paper uses multiple regression analysis. Questionnaire was used to collect data sample and regression analysis. Data were collected from 150 respondents supporting all of our hypothesis. The result reveals that service provider perspective and customer perspective with service provider perspective and customer perspective has positive influence on customer development in amount of 64.9% and the rest are affected by other factors.


Keywords


customer development, service provider perspective, customer perspective

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DOI: https://doi.org/10.25292/atlr.v2i0.160

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