@inproceedings{49cd1af7a7a54dcaa37738674b3eef5e,
title = "The service quality of Indonesia{\textquoteright}s logistics service provider in preparation for ASEAN economic community",
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{\textquoteright} 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.",
keywords = "ASEAN Economic Community (AEC), Logistic Service Provider (LSP), Service Quality",
author = "Mahendrawathi Er and Thananya Wasusri and Astuti, \{Hanim Maria\} and Anisah Herdiyanti",
note = "Publisher Copyright: {\textcopyright} Springer-Verlag Berlin Heidelberg 2015.; International Conference on Industrial Engineering, Management Science and Applications, ICIMSA 2015 ; Conference date: 26-05-2015 Through 28-05-2015",
year = "2015",
doi = "10.1007/978-3-662-47200-2\_68",
language = "English",
isbn = "9783662471999",
series = "Lecture Notes in Electrical Engineering",
publisher = "Springer Verlag",
pages = "647--656",
editor = "Kim, \{Kuinam J.\} and Mitsuo Gen and Yabe Hiroshi and Xiaoxia Huang",
booktitle = "Industrial Engineering, Management Science and Applications 2015",
address = "Germany",
}