The service quality of Indonesia’s logistics service provider in preparation for ASEAN economic community

Mahendrawathi Er, Thananya Wasusri*, Hanim Maria Astuti, Anisah Herdiyanti

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Logistics Service Providers (LSPs) in Indonesia will play an increasingly significant part in the ASEAN Economic Community (AEC). To prepare for the single market place at the end of 2015, Indonesia LSPs need to understand their existing situation and how they can improve their performance. The study follows a prior research on Thai LSPs and thus the same questionnaire was distributed to Indonesia LSPs and users. The SERVQUAL method was utilized to identify the gaps between the LSPs and users. It was found that neither Indonesia LSPs nor Thai LSPs can perform their service to meet with their customers’ expectation over the service delivered. The LSPs must improve their performance to satisfy their customers, which will directly drive product flows and eventually help them gain benefits from AEC.

Original languageEnglish
Title of host publicationIndustrial Engineering, Management Science and Applications 2015
EditorsKuinam J. Kim, Mitsuo Gen, Yabe Hiroshi, Xiaoxia Huang
PublisherSpringer Verlag
Pages647-656
Number of pages10
ISBN (Print)9783662471999
DOIs
Publication statusPublished - 2015
EventInternational Conference on Industrial Engineering, Management Science and Applications, ICIMSA 2015 - Tokyo, Japan
Duration: 26 May 201528 May 2015

Publication series

NameLecture Notes in Electrical Engineering
Volume349
ISSN (Print)1876-1100
ISSN (Electronic)1876-1119

Conference

ConferenceInternational Conference on Industrial Engineering, Management Science and Applications, ICIMSA 2015
Country/TerritoryJapan
CityTokyo
Period26/05/1528/05/15

Keywords

  • ASEAN Economic Community (AEC)
  • Logistic Service Provider (LSP)
  • Service Quality

Fingerprint

Dive into the research topics of 'The service quality of Indonesia’s logistics service provider in preparation for ASEAN economic community'. Together they form a unique fingerprint.

Cite this