prikaz prve stranice dokumenta Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods
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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. i 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 i Erry Rimawan. "Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods." Pomorstvo, vol. 35, br. 1, 2021, str. 109-117. https://doi.org/10.31217/p.35.1.12

Nurwahyudi, Nurwahyudi i Erry Rimawan. "Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods." Pomorstvo 35, br. 1 (2021): 109-117. https://doi.org/10.31217/p.35.1.12

Nurwahyudi, N. i Rimawan, E. (2021) 'Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods', Pomorstvo, 35(1), str. 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]. 06.2021. [pristupljeno 24.05.2024.];35(1):109-117. doi: 10.31217/p.35.1.12

N. Nurwahyudi i E. Rimawan, "Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods", Pomorstvo, vol. 35, br. 1, str. 109-117, Lipanj 2021. [Online]. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:187:848002. [Citirano: 24.05.2024.]

Za citiranje koristite ovu mrežnu adresu: https://urn.nsk.hr/urn:nbn:hr:187:848002
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Podaci o radu
Naslov (engleski)Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods
AutorNurwahyudi Nurwahyudi https://orcid.org/0000-0003-4988-6730
AutorErry Rimawan
Autorova ustanovaSveučilište u Rijeci
Pomorski fakultet
Znanstveno / umjetničko
područje, polje i grana		TEHNIČKE ZNANOSTI
Tehnologija prometa i transport
Sažetak (engleski)
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.
Ključne riječi (engleski)
Jezikengleski
Vrsta publikacijeZnanstveni rad - Prethodno/kratko priopćenje
Status objaveObjavljen
Vrsta recenzijeRecenziran
Verzija publikacijeObjavljena verzija rada (izdavačev PDF)
Naslov časopisaPomorstvo
Brojčani podacivol. 35, br. 1, str. 109-117
p-ISSN1332-0718
e-ISSN1846-8438
DOIhttps://doi.org/10.31217/p.35.1.12
URN:NBNurn:nbn:hr:187:848002
Datum objave publikacije2021-06
URL dokumentahttps://hrcak.srce.hr/259321
Vrsta resursaTekst
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
Datum i vrijeme pohrane2022-02-25 13:18:44