Pengaruh Validity dan Reliability Terhadap Kualitas Delivery PT. Hanoman Sakti Pratama
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Aug 3, 2020
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Abstract
Fierce competition lead to bush freight forwarding services are needed in the business. Study aim is to measure the quality of delivery of PT. Hanoman Sakti Pratama forwarding on customer's perception satisfaction-based. The results: (1) Validity-reliability-delivery quality shows that the stream line flow, the correlation coefficient of validity to reliability is smaller than the validity of delivery quality; (2) Delivery reliability is affected by goods when delivered on time, no additional costs, and does not cause claims due to damaged goods during handling delivery; (3) Delivery quality effectively on consumers is influenced by reliability of delivery with friendly handling, and after delivery service.
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References
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Van Raaij, W.F., and Pruyn, ATH., (1998), Customer control and evaluation of service validity and reliability, Psychology and Marketing, 15 (8): 811-832.
Wood, D.F., Barone, A.P., Murphy, P.R., Wardlow, D.L. (2002), International Logistics, Second Edition. New York: Amacom.
Undang-Undang Nomor 17 Tahun 2008 tentang Pelayaran.
Bernal, S.M.H., Burr, C., and Johnsen, R.E., (2002), Competitor networks: International competitiveness through collaboration-The case of small freight forwarders in the high-tech forwarder network, International Journal of Entrepreneurial Behaviour and Research, 8 (5): 239-253.
Berry, L.L., Parasuraman, A., (1991), Marketing Services – Competing through Quality, New York: the Free Press.
Brewer, A.M., (2008), The concept of value: symbolic artifact or useful tool ?, In Brewer, A.M., Button, K.J., Hensher, D.A., (2008), Handbook of Logistics and Supply-Chain Management, United Kingdom: Emerald, pp. 127- 139.
Cravens, D.W., and Piercy, N.F., (2013), Strategic Marketing, Tenth Edition. New York: McGraw-Hill.
Christopher, M., (2011), Logistics and Supply Chain Management, HarLow: Prentice Hall.
Ha, H.Y., (2005), Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust, Journal of Consumer Behaviour, 4 (6): 438–452.
Latan, H., Temalagi, S., (2013), Analisis Multivariate – Teknik dan Aplikasi Menggunakan Program IBM SPSS 20.0, Bandung: Alfabeta.
Lee, E.S., Nam, H.S., and Song, D.W., (2015), Maritime logistics and it's value defined, In Song, D.W., and Panayides, P.M., (Eds), Maritime Logistics - A Guide to Contemporary Shipping and Port Management, 2nd Edition. London: Kogan Page Limited, pp. 42-51.
Oliva, T.A., Oliva, R.L., and Bearden, W.O., (1995), The relationships among consumer satisfaction, involvement, and product performance: A catastrophe theory application, Behavioral Science, 40 (2): 104–132.
Sugiono, (2012), Metode Penelitian Kuantitatif, Kualitatif dan R & D, Bandung: Alfabeta.
Supranto, J., (2009), Statistik Teori dan Praktek Jilid 2, Jakarta: penerbit Erlangga.
Tjiptono, F., (2012), Service Management – Mewujudkan Layanan Prima, Yogyakarta: CV. Andi Offset.
Van Raaij, W.F., and Pruyn, ATH., (1998), Customer control and evaluation of service validity and reliability, Psychology and Marketing, 15 (8): 811-832.
Wood, D.F., Barone, A.P., Murphy, P.R., Wardlow, D.L. (2002), International Logistics, Second Edition. New York: Amacom.
Undang-Undang Nomor 17 Tahun 2008 tentang Pelayaran.