Analysis of the Main Factors in Customer Satisfaction for Logistics Service Companies

Abstract

This final project aims to analyze the factors and indicators that affect customer satisfaction of logistics service companies. Factor analysis was conducted with Confirmatory Factor Analysis (CFA) based on 20 indicators from previous literature. The results of the factor analysis identified three main factors: Effectiveness and Performance (E), Service Quality (Q), and Service Competence (C). These factors explain how services are tailored to customers of logistics service companies. Then, factor priorities were determined using the Analytical Hierarchy Process (AHP) based on pairwise comparisons involving the three factors. The results show that the Effectiveness and Performance factors are the most dominant factors in influencing logistics service company customer satisfaction. This research provides recommendations to logistics service companies to improve customer satisfaction strategies. The recommendations include customized training, individual soft skill development, comprehensive educational materials, regular discussions and Q&A, mentoring, feedback, developing SOPs, and having accessibility to collaboration with local partnerships. By implementing these strategies, it is expected to improve service quality, customer satisfaction, and company reputation, and support the long-term business growth of logistics service companies.