PENGARUH KUALITAS LAYANAN LOGISTIK PADA FEDERAL EXPRESS TERHADAP KEPUASAN PELANGGAN DITINJAU DARI PERSEPSI BUDAYA INDIVIDUALIST DAN COLLECTIVIST
| Main Authors: | Paulina, Monica , Trisnawati, Juliani Dyah , Kusumawardhany, Prita Ayu |
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| Format: | Proceeding NonPeerReviewed application/pdf |
| Terbitan: |
, 2015
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| Subjects: | |
| Online Access: |
http://repository.ubaya.ac.id/26564/7/Pengaruh%20Kualitas%20layanan_Abstrak_2015.pdf http://repository.ubaya.ac.id/26564/1/Prita_UBAYA_FMI7.pdf http://www.fmi7jakarta.com/ http://repository.ubaya.ac.id/26564/ |
Daftar Isi:
- 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.