The Effect of Service Quality and Operational Efficiency on Customer Satisfaction in Freight Forwarding Companies (Case Study at PT. Yicheng Logistics)

Erni Pratiwi Perwitasari, Raqi Fazlar Fakihanto, Retno Mawartia, Rolando Rowen Jacobis Caroles

Abstract


This study aims to examine the influence of service quality and operational efficiency on customer satisfaction at PT Yicheng Logistics, a freight forwarding company located in Jakarta. The background of the research is based on obstacles in maintaining service performance in the midst of increasingly fierce competition in the logistics industry and fluctuations in delivery volume. The research method applied is a quantitative approach, which involves collecting data through a questionnaire survey to 100 customers of PT Yicheng Logistics. The results of the analysis show that the quality of service which includes reliability, responsiveness, assurance, empathy, and physical evidence, as well as operational efficiency which includes the speed of delivery, timeliness, and accuracy of documents, have a meaningful influence on customer satisfaction both separately and simultaneously. These results confirm that the combination of improving service quality and operational efficiency plays an important role in achieving maximum customer satisfaction while maintaining the company's competitiveness in the logistics sector.

Keywords


Service quality; operational efficiency; customer satisfaction; freight forwarding; logistics

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References


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DOI: https://doi.org/10.25292/atlr.v8i0.776

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