Nur Aisyah, Dheandra (2021) Analisis Pengaruh Logistics Service Quality Terhadap Kepuasan dan Loyalitas Pelanggan pada PT Indomarco Adi Prima Surabaya dengan Metode Partial Least Square. Sarjana thesis, Universitas Brawijaya.
Abstract
Distributor X merupakan distributor FMCG yang mengukur kualitas layanan logistiknya berdasarkan total produk yang dapat dipenuhi terhadap permintaan retailernya. Pengukuran kualitas layanan logistik seharusnya diukur berdasarkan dimensi yang mengukur kualitas layanan logistik yang sesungguhnya seperti dimensi yang ada pada Logistics Service Quality (LSQ). Tujuan perusahaan adalah meningkatkan kualitas layanan logistiknya untuk menjaga kepuasan dan loyalitas pelanggannya. Tujuan penelitian adalah mengukur tingkat LSQ, kepuasan dan loyalitas, serta mengetahui hubungan dari ketiga variabel. Setelelah mengetahui tingkat nilai variabel dan hubungannya, kemudian dilakukan evaluasi kualitas layanan logistik berdasar harapan pelanggan. Pengukuran analisis hubungan ketiga variabel tersebut dengan menggunakan SEM-PLS. Berdasarkan hasil penelitian, diidentifikasi terdapat 8 dimensi variabel LSQ, 3 indikator kepuasan, dan 3 indikator variabel loyalitas pelanggan yang digunakan sebagai atribut penelitian serta didapatkan hasil bahwa LSQ memiliki hubungan terhadap kepuasan pelanggan. Hasil evaluasi kualitas layanan logistik didapatkan hasil kualitas layanan yang diinginkan oleh retailer dan saran yang diberikan oleh retailer besar perusahaan.
English Abstract
PT Indomarco Adi Prima Surabaya is a company that operates as a FMCG distributor that sells its products to their retailers. This company is the sole distributor of Indofood products and has competitors on the other products. The demands of its customers the company requires the company’s operational side. Currently the company has a service level value of Logistics Service Quality that is still not perfect. This service level assessment is carried out based on items that can be fulfilled by the company from the total number of retailer requests. Measurement with this method way still lacks the need for measuring the Logistics Service Quality. Therefore, company need to measure its Logistics Service Quality based on dimensions in the LSQ. Based on company’s goal is to increase the value of the quality of its logistics services in order to maintain customer satisfaction and loyalty, the measurement of the level satisfaction and loyalty is carried out. Based on the literature, all the three variable has a relevant relationship, so if there is a relationship on three variables at PT Indomarco Adi Prima Surabaya, it will make the findings for the company. After knowing the level of LSQ, satisfaction, and loyalty, and the relationships between them then an evaluation of the quality of logistics services is carried out based on retailer’s expectations of the quality of the company’s logistics service. In this study, the identification of dimensions and indicators that affect the quality of logistics services, satisfaction, and loyalty at PT Indomarco Adi Prima Surabaya is carried out using content analysis to measure the level of LSQ, satisfaction, and customer loyalty. Measurements were carried out by distributing questionnaires to 31 large retailers of the company which were then resulting descriptive analysis from the results of the questionnaire obtained. Furthermore, the results of the questionnaire are used as input for testing using PLS. This test was conducted to determine the relationships between the influencs of LSQ on satisfaction, LSQ on loyalty, and satisfaction on loyalty at PT Indomarco Adi Prima Surabaya. The last stage is to evalute the quality of logistics services based on the results of an open questionner that contain answers from retailers of the expectation logistics Service Quality from the company and what advice is given for company’s logistics Service Quality. xiii The results of the study found that LSQ, satisfaction, loyalty had a good level of value, but the OR 1 indicator was not good, the company could make improvements by always updating ready stock products for retailer. At IQ 2 company can complete product catalog with detailed information. P2 indicator shows the bimodal mode where the scale is quite satisfied and satisfied equal, the company can improve their logistics Service Quality to solve this problem, because LSQ has a positive and significant effect on customer satisfaction. The results of PLS show that LSQ dimensions has an effect of 99.8% on the LSQ variable, so the company can make measurements based on the dimensions that exist in the LSQ which is filled in by the company’s retailer for every 6 months. The results of the evaluation of the quality of logistics services are obtained based on the expectations and suggestions given by the company’s retailers, its hoped that the company can implement the evaluation results based on the expectations of its retailers to improve the quality of company’s Logistics Service Quality. Keywords: Logistics Service Quality, satisfaction, loyalty, partial least square (PLS)
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 670 |
| Uncontrolled Keywords: | Kata kunci: Logistics Service Quality, partial least square (PLS), kepuasan, loyalitas --Logistics Service Quality, satisfaction, loyalty, partial least square (PLS) |
| Subjects: | 600 Technology (Applied sciences) > 670 Manufacturing |
| Depositing User: | Unnamed user with email gaby |
| Date Deposited: | 20 Oct 2021 04:53 |
| Last Modified: | 24 Feb 2022 02:12 |
| URI: | http://repository.ub.ac.id/id/eprint/184288 |
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