The effect of quality management on the service quality and business success of logistics service providers

Kersten, Wolfgang; Koch, Jan

doi:10.1108/02656711011014302

Cited by 58 publications

(54 citation statements)

References 42 publications

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“…Beberapa hasil penelitian menyatakan bahwa kualitas pelayanan dapat mempengaruhi kinerja perusahaan (Lopez, 2010;Kersten dan Koch, 2010;Shekarchizadeh et al, 2011;Chiun et al, 2015).…”

Section: Pendahuluanunclassified

“…Oleh karena itu PDAM harus berupaya untuk memberikan kualitas pelayanan yang terbaik bagi pelanggannya dikarenakan kualitas pelayanan merupakan persyaratan penting bagi sektor publik untuk selalu meningkatkan pelayanannya kepada pelanggan (Munhurrun, 2010), bahkan kualitas layanan sebagai salah satu strategi kompetitif yang sangat penting untuk meningkatkan profitabilitas perusahaan dan kelangsungan hidup perusahaan. Hasil penelitian (Chiun et al, 2015;Shekarchizadeh et al, 2011;Kersten dan Koch, 2010), menyatakan bahwa kualitas pelayanan dapat mempengaruhi kinerja sektor publik.…”

Section: Kualitas Layananunclassified

“…Beberapa hasil studi menunjukkan bahwa pemimpin transformational dapat meningkatkan pegawai untuk menyampaikan pelayanan terbaik kepada pelanggan (Rowold, 2011;Wright et al, 2012;Pahi dan Hamid, 2015;Lyical dan Celebi, 2016). Hal ini dikarenakan kualitas pelayanan dapat mempengaruhi kinerja perusahaan (Chiun et al, 2015;Kersten dan Koch, 2010).…”

Section: Rerangka Konseptual Penelitianunclassified

“…Hasil penelitian ini sependapat dengan (Kersten dan Koch, 2010;Shekarchizadeh et al, 2011;Chiun et al, 2015), yang menyatakan bahwa kualitas pelayanan dapat mempengaruhi kinerja perusahaan.…”

Section: Tabel 1 Dinisisi Operasional Variabelunclassified

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Gaya Kepemimpinan Transformasional, Orientasi Pasar Dan Kualitas Pelayanan Terhadap Kinerja Pdam Tirta Khatulistiwa Pontianak Kalimantan Barat

Afifah

2018

EKUITAS

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The public sector operates in an open system with a complex environment and turbulence as well as customers are increasingly demanding. Understanding customer needs and creating value for the customer is very important ABSTRAKSektor publik beroperasi pada sistem yang terbuka dengan lingkungan yang komplek dan turbulence serta pelanggan yang semakin demanding. Memahami kebutuhan pelanggan dan menciptakan nilai bagi pelanggan sangat penting bagi organisasi sektor publik termasuk Perusahaan Daerah Air Minum (PDAM). Kepemimpinan memiliki peran penting dalam menentukan masa depan organisasi dan menciptakan publik value, oleh karena itu pimpinan harus mampu mengembangkan strategi berdasarkan visi dan misi serta implementasinya untuk mencapai sasaran perusahaan. Tujuan penelitian ini untuk mengeksplorasi pengaruh gaya kepemimpinan transformasional terhadap orientasi pasar, kualitas pelayanan serta dampaknya terhadap kinerja PDAM Tirta Khatulistiwa Pontianak. Jumlah responden 100 karyawan yang diwakili oleh masing-masing bagian yang berhubungan dengan tugas melayani pelanggan, dengan menggunakan metode purposive sampling. Alat analisis yang digunakan Structural Equation Modeling (SEM).Hasil penelitian menunjukkan bahwa, gaya kepemimpinan transformasional berpengaruh pada kinerja PDAM Tirta Khatulistiwa Pontianak, gaya kepemimpinan transformasional berpengaruh pada orientasi pasar, akan tetapi gaya kepemimpinan tidak berpengaruh pada kualitas pelayanan. Selanjutnya orientasi pasar tidak berpengaruh pada kualitas pelayanan sedangkan orientasi pasar berpengaruh pada kinerja PDAM Tirta Khatulistiwa Pontianak. Kemudian kualitas pelayanan berpengaruh pada kinerja PDAM Tirta Khatulistiwa Pontianak.Kata kunci: gaya kepemimpinan transformasional, orientasi pasar, kualitas layanan dan kinerja PDAM.

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“…Beberapa hasil penelitian menyatakan bahwa kualitas pelayanan dapat mempengaruhi kinerja perusahaan (Lopez, 2010;Kersten dan Koch, 2010;Shekarchizadeh et al, 2011;Chiun et al, 2015).…”

Section: Pendahuluanunclassified

Section: Kualitas Layananunclassified

Section: Rerangka Konseptual Penelitianunclassified

Section: Tabel 1 Dinisisi Operasional Variabelunclassified

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Gaya Kepemimpinan Transformasional, Orientasi Pasar Dan Kualitas Pelayanan Terhadap Kinerja Pdam Tirta Khatulistiwa Pontianak Kalimantan Barat

Afifah

2018

EKUITAS

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“…The clients are becoming less loyal to one business entity and are looking for new business entities which are able to better satisfy their needs. Yan Yeung et al (2006) have argued that, nowadays, the practice of outsourcing the logistics services to third parties is continuously increasing; therefore, it is particularly important for the third parties to deliver these services properly (Lee 2005;Kang 2006;Seth et al 2006;Donnelly et al 2006;Ismail et al 2006;Pantouvakis 2008;Lonial et al 2010;Kersten, Koch 2010;Juga et al 2010;Rodrigues et al 2011;Banomyong 2011).…”

Section: Introductionmentioning

confidence: 99%

Logistics Cooperation: Integrated Logistics Services

Meidutė

Litvinenko

Aranskis

2012

Business: Theory and Practice

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Abstract. High quality service delivery is one of the key factors to survive in the market. It is highly important to meet the needs of the client since business survival depends on the client's use of business services. In recent years, the requirements of customers for the companies providing logistics services, known as third party logistics (3 PL), are continuously rising. It is obvious that the clients, insisting on the total complex of logistics services, expect additional services which would enable them to compete in the market on more favourable terms. The present article is aimed at analysing theoretical and practical aspects of third party logistics and suggesting the integrated logistics services model based on the Lithuanian example.Keywords: logistics; third party logistics; logistics cooperation; service; sector; integrated; company. Įteikta 2012-05-10; priimta 2012-09-10 Santrauka. Aukštos kokybės paslaugų teikimas -vienas pagrindinių veiksnių, skatinančių išlikti rinkoje. Kadangi verslo išlikimas priklauso nuo to, ar klientas naudojasi verslo paslaugomis, svarbu suteikti klientui tai, ko jis nori. Kuo toliau, tuo didesnius reikalavimus klientai kelia kompanijoms, teikiančioms logistikos paslaugas ir vadinamoms trečiosios šalies paslaugų teikėjomis (3 PL). Tai natūralu, nes klientai, reikalaudami viso logistikos paslaugų komplekso, tikisi papildomų paslaugų, kurios sudarytų jiems galimybę ir palankesnes sąlygas konkuruoti rinkoje. Šiame straipsnyje keliamas tikslas -išanalizuoti teorinius ir praktinius trečiosios šalies logistikos aspektus, pasiūlyti kompleksinių logistikos paslaugų modelį, kuris būtų sudarytas remiantis Lietuvos pavyzdžiu.Reikšminiai žodžiai: logistika, trečiosios šalies logistika, logistinis bendradarbiavimas, paslauga, sektorius, kompleksinis, kompanija.

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The signaling effect of supplier's customer network instability on service price: Insights from the container shipping charter market

Kumar

Nowińska

Schramm

2023

J of Ops Management

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In a service exchange setting, the supply management literature generally assumes, with notable exceptions, the availability of complete information regarding supplier reliability. Highlighting the information asymmetry in supplier evaluation and using signaling theory, we argue that for a focal buyer, a supplier's downstream ego‐network instability, that is, other buyers' turnover in a supplier's network from one period to the next, acts as a signal of supplier unreliability, thereby reducing the price that the buyer pays to the supplier in a service exchange. Furthermore, we suggest that focal buyer–supplier relationship strength and structural equivalence weaken the negative effect of instability because the buyer has a more direct and positive experience with the supplier. Using a dataset of 3263 unique dyads formed by 260 buyers (shipoperators) and 493 suppliers (shipowners) during the 2000–2018 period in the container shipping charter market, we find support for our hypotheses, except for the contingent effect of structural equivalence. Our study contributes to signaling literature and network research by developing a supplier's downstream ego‐network instability as a salient heuristic for a focal buyer's pricing decisions. These findings equip buyer managers who may not accurately foresee supplier service quality in the charter market with a new supplier evaluation tool: a supplier's downstream ego‐network instability.

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The effect of quality management on the service quality and business success of logistics service providers

Cited by 58 publications

References 42 publications

Gaya Kepemimpinan Transformasional, Orientasi Pasar Dan Kualitas Pelayanan Terhadap Kinerja Pdam Tirta Khatulistiwa Pontianak Kalimantan Barat

Gaya Kepemimpinan Transformasional, Orientasi Pasar Dan Kualitas Pelayanan Terhadap Kinerja Pdam Tirta Khatulistiwa Pontianak Kalimantan Barat

Logistics Cooperation: Integrated Logistics Services

The signaling effect of supplier's customer network instability on service price: Insights from the container shipping charter market

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