Customer Perceptions on Service Satisfaction with Third Party Logistics (3PL) Service

2012 ◽  
Vol 3 (4) ◽  
pp. 33-47 ◽  
Author(s):  
Socrates J. Moschuris ◽  
George F. Velis
Keyword(s):  
Call Center ◽  
Service Industry ◽  
Core Competencies ◽  
Customer Relationships ◽  
Third Party ◽  
Quality Of Services ◽  
Third Party Logistics ◽  
Profound Impact ◽  
Customer Perceptions

Today, more firms are focusing on core competencies and turning to external specialists (Third Party Logistics – 3PLs) for sophisticated logistics solutions. The 3PL service industry is characterized by customer relationships that can extend over several years, involving multiple instances of service delivery. Customers’ satisfaction level has a profound impact on attracting new customers and customer retention. This research investigates customer perceptions regarding the service offered by a medium-sized 3PL operating in Greece. Results indicate that customers are satisfied with the outfit of personnel, adequacy of knowledge, speed of service, quality of services offered, and politeness of personnel at the point of sales as well as during the delivery. The major problem stated by the respondents was the long hold on time at the call center, which causes intensity and confusion among the customers.

Prioritising the Factors for Analysing Service Quality of 3PL: AHP Approach

2017 ◽  
Vol 13 (1-2) ◽  
pp. 34-42 ◽  
Author(s):  
Anchal Gupta ◽  
Rajesh K. Singh ◽  
P.K. Suri
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
Third Party ◽  
Quality Of Services ◽  
Third Party Logistics ◽  
Analytical Hierarchical Process ◽  
Evaluation Of Parameters ◽  
Timely Delivery ◽  
Selection Of

Due to wide growth of digitalisation and globalisation, organisations need to serve customer demand with quality services, domestically as well as globally. Organisations always preferred to outsource their supply chain and logistics operations to third-party logistics (3PL) for the purpose of timely delivery and better service quality. This article aimed to find out the key parameters that affect the quality of services provided by 3PL to the organisations. Assets, processes and services are the three broader categories desired by organisations at the time of selection of best 3PL. The evaluation of parameters under these categories has been done by using Analytical Hierarchical Process (AHP) and the ranking of parameters may help the organisations to make the best decision regarding selection of best 3PL among all the available alternatives.

scholarly journals Development of QoS Evaluation Algorithm for MQTT Protocol with Reference to Threat Model

2019 ◽  
Vol 8 (6) ◽  
pp. 1557-1562 ◽  
Keyword(s):  
Third Party ◽  
Quality Of Services ◽  
Network Attack ◽  
Factors Affecting ◽  
Threat Model ◽  
Evaluation Algorithm ◽  
Iot Devices ◽  
Device Interaction ◽  
Qos Evaluation

MQTT protocol is publishing-subscribing model for IoT communication. In case of Quality of Services analysis, it is important to check the request and responses between publisher and subscriber. Any threat in communication channel is mostly leads to delay in operation. Hence, if we able to identify the delay parameter, we can suggest by means of QoS that there is a immediate need of security check for IoT system. As many IoT devices performed in unchecked, complicated, and often aggressive surroundings, safe-guarding IoT units present many different challenges. The key purpose for support quality degradation of IoT device interaction can be harmful attacks. Plenty of gadgets are often susceptible to port attacks/botnets hits, such as network attack events, which usually assessed by performing QoS Analysis. To start with factors affecting Quality of Services (QoS), in this paper we developed QoS evaluation algorithm “MQoS” for MQTT protocol and considered QoS-0 as an evaluation parameter. This paper refers the threat model which represents the flow of threats for proposed case study and can help to identify QoS by evaluating the possible communication threats. End–to-end device communication requests and responses are needed to be evaluated for large systems to get the actual QoS parameters for that system. For this reason the actual QoS tests will be conducted for third party applications.In this paper we presented results of MQTTv311 simulation for cooling sensor system.

scholarly journals Persepsi Nasabah Tentang Mutu Pelayanan Dan Produk Bankaltimtara Syariah Cabang Samarinda

AL-TIJARY ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 53-60
Author(s):  
Irma Yuliani
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Field Research ◽  
Quality Of Services ◽  
Customer Needs ◽  
Customer Perceptions ◽  
Qualitative Descriptive ◽  
Positive Results

This study aims to determine customer perceptions of service quality and products of Kaltimtara Sharia Bank Samarinda Branch. This type of research is field research. The nature of this study is qualitative descriptive by using interviews and questionnaires as data collection techniques. The population in this study are all priority customers of Samarinda Bank Kaltimtara Syariah Branch, amounting to 300 customers, using purposive techniques. sampling, the research sample was 75 respondents and interviews with related parties. The results showed that customer perceptions of service quality and products at Bankaltimtara Syariah Samarinda branch were measured using the CARTER dimension (Compliance, Assurance, Reliability, Tangibles, Emphaty, and Responsiveness). Whereas for products measured through 6 dimensions which include Performance, Features, Realiability, Durability, Conformance to specifications and aesthethic shows positive results which are very good but the things that need to be considered are regarding the need for additional park land specialized and financial consultations to meet priority customer needs. This is in line with the results of interviews with relevant parties that indicate the quality or quality of services and products that are sharia standard and in accordance with the vision and mission of Bankaltimtara Syariah.

scholarly journals The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

2020 ◽  
Vol 7 (11) ◽  
pp. 119
Author(s):  
Alfia Pantjoro
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Brand Image ◽  
Services Quality ◽  
Image Formation ◽  
Quality Of Services ◽  
Quantitative Research Methods ◽  
Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

scholarly journals To Explore the Relationship of Factors in the Third-Party Logistics Industry using DEMATEL

2020 ◽  
Vol 9 (6) ◽  
pp. 359-363
Keyword(s):  
Financial Stability ◽  
Complex Structure ◽  
Third Party ◽  
Abu Dhabi ◽  
Third Party Logistics ◽  
Delivery Time ◽  
Logistics Industry ◽  
Cause And Effect ◽  
Important Relationship

The 3PL market is a growing trend around the world, but it is already grown in the UAE, especially in Dubai, where it is having very high market and is growing fast in Abu Dhabi like Dubai. The DEMATEL approach is used to develop an important relationship between dimension and criteria. It uses the matrix and related theories of math to calculate the cause and effect of the degree on each variable. This approach is commonly accustomed to solve various sorts of complex studies which will effectively explain the complex structure and supply the reasonable choices of problem-solving. The primary motivation behind this paper is to break down the components impacting customers' practice in third-party logistics industry by applying DEMATEL strategy. Fourteen factors namely Responsiveness, Reliability of the 3PL provider, Quality of operation, Cost, Flexibility, Financial stability, Delivery time, Ability to meet customer needs, Document accuracy, Storage facilities, Good communication, Attitude towards customers, Technical competence and Reputation are chosen from many different studies. In this research, six experts were involved with a request to evaluate the degree of direct impact between two variables by means of a pair comparison. The results showed the best three significant factors influencing delivery time, quality of operation and cost. Besides, cause and effect connection outlines are additionally built to increase the understanding of the intuitive connection between those criteria. It is discovered that reputation has the most effect on the other factors and cost gets the most effect from different components. At last, this article gives realistic guidelines for the 3PL market in Abu Dhabi, UAE.

scholarly journals The Effect of Service Quality and Marketing Programs on Third Party Funds

2019 ◽  
Vol 1 (1) ◽  
pp. 8-12
Author(s):  
Putri Rahmawati Septya ◽  
Pramudya A Taufik ◽  
Zacky Yusuf
Keyword(s):  
Service Quality ◽  
Research Methods ◽  
Quantitative Research ◽  
Third Party ◽  
Quality Of Services ◽  
Bank Branch ◽  
Quantitative Research Methods

Competition between banks is currently very tight. To win the competition the bank must pay attention to the needs and desires of its customers. The quality of services and marketing programs is thought to play an important role in the growth of Third Party Funds. This study aims to examine the Effect of Service Quality and Marketing Programs on Third Party Funds at DKI Bank Sunter Branch. This research uses quantitative research methods by distributing questionnaires. The population of this research is all new customers in 2018 at DKI Bank  Branch Sunter, which numbered 1000 customers, with a sample of 150 respondents. The results showed that partially and simultaneously the quality of services and marketing programs had a significant effect on Third Party Funds

An Integrated Rough Model for Third Party Logistics Service Provider Selection

2020 ◽  
pp. 91-106
Author(s):  
Alptekin Ulutas
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Core Competencies ◽  
Third Party ◽  
Third Party Logistics ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Logistics Service Provider ◽  
Key Factor ◽  
Speed Up

Logistics is a key factor for companies to sustain their businesses, to gain the competitive advantage in the market, and to speed up the transportation process. Companies can perform their own logistic activities using their own core competencies; however, they can face huge logistics costs. To avoid these logistics operating costs, companies need to cooperate with third party logistics service providers (3PL) to perform logistics activities. This chapter proposes an integrated rough MCDM model including Rough SWARA and Rough COPRAS methods to identify the best 3PL for a Turkish textile company. These two rough methods were not previously utilized in solving any decision-making problems in the extant literature. Thus, the contribution of this study is to develop a new rough integrated model to solve the 3PL service provider selection problem.

Saving with Group or Individual Personal Pension Schemes: How Much Difference Does It Make?

2021 ◽  
Author(s):  
Anna (Ania) Zalewska
Keyword(s):  
Fund Performance ◽  
Pension Funds ◽  
Third Party ◽  
Quality Of Services ◽  
Individual Investors ◽  
Defined Contribution ◽  
The Public ◽  
Pension Schemes ◽  
Institutional Differences

The quality of services provided by institutional investors has attracted considerable attention. This paper adds to the debate by showing that institutional differences in setting up defined contribution personal schemes have an economically and statistically significant impact on the returns. Using a sample of 10,326 UK defined contribution personal pension funds over July 1990–June 2019, I show that pension funds that have a third party involved in contract setting and subsequent oversight deliver 0.96%–1.67% higher gross returns and charge 0.7% lower fees than pension funds offered directly to the public without any well-informed third party involved. I also show that the introduction of additional governance bodies in 2015 resulted in a widening of the performance gap, which further supports the notion that investment governance has a material impact on fund performance. The results highlight the importance of investment oversight and call for more protection for individual investors. This paper was accepted by Tomasz Piskorski, finance.

scholarly journals An Analysis of Service Failures and Recovery Strategies in the Turkish Third Party Logistics Service Industry

2020 ◽  
Vol 9 (1) ◽  
pp. 35-50
Author(s):  
Nazlı Gülfem Gidener ◽  
Durmuş Ali Deveci
Keyword(s):  
Service Industry ◽  
Service Providers ◽  
Service Recovery ◽  
Third Party ◽  
Third Party Logistics ◽  
Business Relationships ◽  
Service Failures ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Recovery Strategies

Service literature indicates that both service failure and service recovery have a strong impact on the business relationships between service providers and their customers. The purpose of this research is twofold: to explore and analyze the most common service failures and implemented recovery strategies in Turkish third party logistics service industry and examine their impact on business relationships. Critical Incident Technique (CIT) was used. Thus, information on critical incidents were collected from both third party logistics service providers (3PLs) and their customers, failures and recovery strategies were categorized and the impact of service failures and recovery strategies on future relationships between customers and 3PLs examined. The findings indicate that service failures are most frequently encountered in customer services and port operations and that symbolic service recovery is the most common recovery strategy implemented by third party logistics service providers. The findings also show that third party logistics service providers and carriers are the most common sources of failure in third party logistics services.

scholarly journals Analisis Persepsi dan Harapan Pelanggan Terhadap Kualitas Layanan Galeri Sangkring Art Space

2019 ◽  
Vol 4 (1) ◽  
pp. 19-31
Author(s):  
Anggiansyah Anggiansyah
Keyword(s):  
Sampling Method ◽  
Quality Of Services ◽  
Art Galleries ◽  
Cross Sectional ◽  
Probability Sampling ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Study Results ◽  
Survey Research Methods

Abstrak Berbicara mengenai galeri sebagai salah satu jasa yang bergerak di bidang seni, erat kaitannya dengan pembahasan tentang kualitas layanannya. Setiap galeri yang ingin maju dan berkembang, dituntut untuk selalu meningkatkan dan menjaga kualitas layanannya dengan baik. Sebab, hanya dengan cara meningkatkan atau menjaga kualitas layanan yang baik, maka hubungan dengan para pelanggan dapat dipertahankan secara terus-menerus. Sangkring Art Space (SAS) merupakan salah satu galeri seni yang ada di Yogyakarta. Sejak awal berdiri hingga saat ini, SAS rutin mengadakan pameran untuk memenuhi kebutuhan para perupa (pelanggan) yang berpameran di SAS. Penelitian ini difokuskan untuk menganalisis kualitas layanan yang disediakan Galeri SAS. Penelitian ini menggunakan pendekatan kuantitatif yaitu metode penelitian survei dengan alat SERVQUAL oleh Parasuraman dkk (1988). Rancangan penelitian yang digunakan ialah studi potong lintang (cross-sectional) dan populasi yang diminati ialah pelanggan Galeri SAS. Metode pengambilan sampel dilakukan secara tidak acak (non-probability sampling), yaitu berjumlah 40 orang responden, terdiri dari laki-laki dan perempuan dewasa berusia di atas 25 tahun yang berpameran di Galeri SAS. Berdasarkan penelitian ini, ditemukan hasil, nilai ekspektasi sebesar 5.61 dan nilai persepsi sebesar 5.54. Dengan demikian dapat disimpulkan bahwa bahwa ekspektasi melebihi persepsi pelanggan. Artinya kualitas layanan yang disediakan SAS tidak memenuhi ekspektasi pelanggan. Abstract Talking about galleries as one of the services of engaged in arts, is closely related to the discussion of the quality of its services. Every gallery that wants to progress and develop, is required to always improve and maintain the quality of its services well. Because, only by maintaining good service quality, relationships can be maintained with customers continuously. Sangkring Art Space (SAS) is one of the art galleries in Yogyakarta. Since its inception until now, SAS regularly holds exhibitions to meet the needs of artists (customers) who exhibit in SAS. This study is focused on analyzing the quality of services provided by the SAS gallery. This study uses a quantitative approach, namely survey research methods with SERVQUAL tools by Parasuraman et al (PZB, 1988). The study gallery was used as a crosssectional study and SAS gallery customers. The sampling method was conducted by non-probability sampling, which amounted to 40 respondents, consisting of men and women aged over 25 years who exhibited in the SAS gallery. Based on this study, results were found, the expectation value was 5.61 and the perception value was 5.54. Thus it can be concluded that expectations exceed customer perceptions. This means that the quality of services provided by SAS does not meet customer expectations

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