THE QUALITY OF TRANSPORTATION SERVICES: CASE OF A GLASS MANUFACTURING COMPANY.
Main Article Content
Abstract
The purpose of this study was to study the satisfaction of truck transportation services at a glass manufacturing company. Quantitative research was used. The data was collected using a questionnaire. The sample group used in the research consisted of 37 customers. The statistics were descriptive statistics, and the analytical techniques were gap analysis and importance and performance analysis (IPA).
The study found that the customers had the highest expectations with the company's transportation service in all seven marketing mixes (X ̅ = 4.91 – 5.00) and the highest level of satisfaction in all seven marketing mixes ((X ̅ = 4.34 – 4.92). The gap between the expectation and the performance of the product and the price aspect was the largest (0.59 and 0.4, respectively). When it was analyzed using IPA, it found that the customers had the opinion that transportation services were "keeping up good work" in 4 aspects (place, process, people, and physical evidence) and "low priority" in 3 aspects (product, price, and promotion). Overall, there is no need to improve any aspects. But if you want to improve, you should improve the quality of service and price.
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https://doi.org/10.1108/03090560710752438
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