prikaz prve stranice dokumenta Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods
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Scientific paper - Preliminary note / Short communication
Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods
Pomorstvo, 35 (2021), 1; 109-117. https://doi.org/10.31217/p.35.1.12
Nurwahyudi, Nurwahyudi; Rimawan, Erry

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Nurwahyudi, N. & Rimawan, E. (2021). Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods. Pomorstvo, 35. (1), 109-117. doi: 10.31217/p.35.1.12

Nurwahyudi, Nurwahyudi and Erry Rimawan. "Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods." Pomorstvo, vol. 35, no. 1, 2021, pp. 109-117. https://doi.org/10.31217/p.35.1.12

Nurwahyudi, Nurwahyudi and Erry Rimawan. "Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods." Pomorstvo 35, no. 1 (2021): 109-117. https://doi.org/10.31217/p.35.1.12

Nurwahyudi, N. and Rimawan, E. (2021) 'Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods', Pomorstvo, 35(1), pp. 109-117. doi: 10.31217/p.35.1.12

Nurwahyudi N, Rimawan E. Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods. Pomorstvo [Internet]. 2021 June [cited 2024 June 29];35(1):109-117. doi: 10.31217/p.35.1.12

N. Nurwahyudi and E. Rimawan, "Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods", Pomorstvo, vol. 35, no. 1, pp. 109-117, June 2021. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:187:848002. [Accessed: 29 June 2024]

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Metadata
Title (english)Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods
AuthorNurwahyudi Nurwahyudi https://orcid.org/0000-0003-4988-6730
AuthorErry Rimawan
Author's institutionUniversity of Rijeka
Faculty of Maritime Studies, Rijeka
Scientific / art field,
discipline and subdiscipline		TECHNICAL SCIENCES
Traffic and Transport Technology
Abstract (english)
A company service’s higher quality is indicated by its service performance’s effectiveness and efficiency. This can increase customers’ satisfaction, thus leads to the increase of company income. This research objective was to know the effects of 5 dimensions constructing service quality, including the effects of service quality on customers’ satisfaction in freight forwarder industry. Current research collected data through purposive sampling, by distributing questionnaire to 86 customers continued by data processing by measuring the gap and tested statistically using SmartPLS program, priority scale mapping using Importance Performance Analysis, and improvement using Failure Mode and Effect Analysis. The first findings obtained from this research was analysis result using IPA discovering 10 indicators which require improvement in which 7 indicators were found the same through GAP measurement. The second finding was the biggest component which needs improvement in freight forwarder service in Indonesia, which is reliability dimension. Therefore, concerns need to be given to these matters so that more accurate and reliable service can be provided.
Keywords (english)
Languageenglish
Publication typeScientific paper - Preliminary note / Short communication
Publication statusPublished
Peer reviewPeer review
Publication versionPublished version
Journal titlePomorstvo
Numberingvol. 35, no. 1, pp. 109-117
p-ISSN1332-0718
e-ISSN1846-8438
DOIhttps://doi.org/10.31217/p.35.1.12
URN:NBNurn:nbn:hr:187:848002
Publication2021-06
Document URLhttps://hrcak.srce.hr/259321
Type of resourceText
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2022-02-25 13:18:44