Using Quality Function Deployment Approach to Improve Logistics Service Quality in Trucking Operations

DOI

10.2991/aebmr.k.200812.013How to use a DOI?

Keywords

service quality, gap analysis, importance-performance analysis, quality function deployment, trucking

Abstract

Service quality is one of the most important factors to achieve customer satisfaction. Some studies revealed that customer satisfaction leads to more customer retention and acquisition, especially in the competitive logistics industry. Improving service quality in logistics operations has been considered by a number of studies as a strategic initiative since the competition arises due to industry growth. This study aimed at analyzing the trucking service quality gap, determining the most critical service quality attributes, and developing strategies for service quality improvement through integration of Gap Analysis, Importance-Performance Analysis (IPA), and Quality Function Deployment (QFD). A case study was conducted at a trucking company headquartered in Semarang, Indonesia. The gap analysis showed that the all 18 service quality attributes had significant negative gaps. Then, IPA showed that a number of the 9 attributes should be prioritized, with 4 attributes in “concentrate here” quadrant and 5 attributes in “keep up the good work” quadrant. Through QFD, the 9 attributes were further translated into five strategic responses that need to be followed up accordingly by the company, namely “develop an independent QHSE division”, “develop partnerships with on-demand trucking platform”, develop an integrated transport management system”, “develop a training center for truck drivers”, and “develop a preventive maintenance system”.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Teguh Bagus Surya
AU  - Erlinda Nusron Yunus
PY  - 2020
DA  - 2020/08/13
TI  - Using Quality Function Deployment Approach to Improve Logistics Service Quality in Trucking Operations
BT  - Proceedings of the 3rd Asia Pacific Management Research Conference (APMRC 2019)
PB  - Atlantis Press
SP  - 66
EP  - 70
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200812.013
DO  - 10.2991/aebmr.k.200812.013
ID  - Surya2020
ER  -