Publication Date: 2023/12/01
Abstract: Evaluation of service quality and operational performance during delivery process are determining factors toward customer satisfaction. As such, there are necessary efforts to increase delivery performance of container round use (CRU) system. The research was conducted in PT. Honda Trading Aloz with sample amounting to 114 employees. Data was gathered through instrument in form of questionnaire with tested Likert scale. The used data analysis method is path analysis. First research result found that service performance has positive and significant correlation towards delivery performance. Therefore, it can be concluded that operational performance has positive and significant correlation towards delivery performance. Relevant service and operational performance in delivery has effects to increase customer satisfaction, thus delivery performance as intervening variable is proved to improve service quality and operational performance towards customer satisfaction.
Keywords: Service quality, operational performance, delivery performance, customer satisfaction.
DOI: https://doi.org/10.5281/zenodo.10245777
PDF: https://ijirst.demo4.arinfotech.co/assets/upload/files/IJISRT23NOV1459.pdf
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