Logo

B2B Servqual based factors influencing customer decision making towards PT. Schenker Petrolog Utama in Surabaya

Djoyokusumo, Felim Philander (2008) B2B Servqual based factors influencing customer decision making towards PT. Schenker Petrolog Utama in Surabaya. Bachelor thesis, Petra Christian University.

Full text not available from this repository.

Abstract

Competition amongst Logistics Service Providers (LSPs) has become increasingly tight in the world. This research is conducted on behalf of a leading global company, DB Schenker which is known under the name of PT. Schenker Petrolog Utama in Indonesia. The main purpose of this research is to identify the significant factors which affect the customer decision making towards the company, so the company can better understand the reason why its customers choose itself instead of other companies. The explanatory factors used in this research are based on the concept of B2B SERVQUAL dimensions, adjusted to the situation of the company in which the research is conducted. A multiple linear regression analysis is developed to understand the factors that give significant impact towards customer decision making. Out of six dimensions which are believed to significantly affect the customers in making their decision towards the company, reliability, responsiveness, and access dimension in addition to technical supports dimension actually are the ones which can contribute to the customer decision making towards the company.

Item Type: Thesis (Bachelor)
Uncontrolled Keywords: business to business, service quality, logistics service providers, decision making
Subjects: UNSPECIFIED
Divisions: UNSPECIFIED
Depositing User: Admin
Date Deposited: 23 Mar 2011 18:48
Last Modified: 03 May 2011 12:53
URI: http://repository.petra.ac.id/id/eprint/12477

Actions (login required)

View Item