• Paskalia Vica Putri Permata Fakultas Bisnis dan Ekonomika, Universitas Surabaya, Surabaya-Indonesia
  • Noviaty Kresna Darmasetiawan Fakultas Bisnis dan Ekonomika, Universitas Surabaya, Surabaya-Indonesia
  • Wiyono Pontjoharyo Fakultas Bisnis dan Ekonomika, Universitas Surabaya, Surabaya-Indonesia
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Keywords: service orientation, service quality, customer satisfaction, orientasi layanan, kualitas layanan, kepuasan pelanggan


Abstract — In the era of globalization, competition among logistical transport companies is tight and each company is required to have the right strategy to survive. Customer satisfaction is one of the most important factors in the success of a logistics company, but in the process of forming customer satisfaction, the logistics company must have a strong strategy by implementing aspects of service quality. This study aims to provide an overview of how logistics transportation companies maximize service for customers by linking corporate strategy with service quality aspects. This research uses a qualitative exploration approach with semi-structural interview methods, observation, and document analysis. The results showed that PT. Berkat Aci Mulia formed its strategy by considering the evaluation and expectations of its customers which could then be related to four aspects of service quality namely; tangibility, reliability, responsiveness, and empathy. Good quality service-based and provided to customers can make PT. Berkat Aci Mulia maintains business amid intense competition with its competitors

Keywords: service orientation, service quality, customer satisfaction


Abstrak — Di era globalisasi, persaingan antar perusahaan transporatasi logistik semakit ketat dan setiap perusahaan dituntut untuk dapat memiliki strategi yang tepat agar dapat bertahan. Kepuasan pelanggan adalah salah satu faktor terpenting dalam keberhasilan perusahaan logistik, tetapi dalam proses pembentukan kepuasan pelanggan, perusahaan logistik harus memiliki strategi yang kuat dengan menerapkan aspek kualitas layanan. Penelitian ini bertujuan untuk memberikan gambaran tentang bagaimana perusahaan transportasi logistik dalam memaksimalkan layanan bagi para customer dengan menghubungkan strategi perusahaan dengan aspek service quality. Penelitian ini menggunakan pendekatan eksplorasi kualitatif dengan metode wawancara semi struktural, observasi, dan analisis dokumen. Hasil penelitian menunjukkan bahwa PT. Berkat Aci Mulia membentuk strateginya dengan mempertimbangkan evaluasi dan ekspetasi dari para pelanggan yang kemudian dapat dikaitkan dengan empat aspek service quality yaitu; tangibility, reliability, responsiveness, and empathy. Kualitas layanan yang baik yang berbasis dan diberikan pada pelanggan dapat membuat PT. Berkat Aci Mulia mempertahankan bisnis di tengah persaingan yang ketat dengan para pesaingnya.

Kata kunci: orientasi layanan, kualitas layanan, kepuasan pelanggan


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