3rd Asia Pacific International Conference on Industrial Engineering and Operations Management

Systematic Literature Review: Identification of Service Attributes Servqual that Affect Customer Satisfaction in Distribution Companies

Masda Megawati Marpaung & Lien Herliani Kusumah
Publisher: IEOM Society International
0 Paper Citations
Track: Total Quality Management (TQM)

Customer satisfaction is an important aspect of service quality in any company, including distribution companies or suppliers, because it is a good assessment of many service attributes. The company conducts customer assessments related to service quality to determine customer satisfaction. A distribution/supplier company is a company that has business activities to store and distribute products to both B2B and B2C consumers. Servqual is an instrument to measure the dimensions of service quality proposed by Parasuraman. Servqual can show how far the difference between reality and customer expectations for the services received from the company by comparing customer perceptions of the service with the service received by the customer. Servqual has five dimensions, which are Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Researchers conducted a literature study to analyze service attributes using Servqual that affect customer satisfaction on the service quality of distribution companies. The approach taken is a Systematic Literature Review (SLR) of journal articles taken from each case of journal and paper using the keywords Service Quality, Distribution Company, and Customer Satisfaction with the year of publication, not more than 5 years.

Published in: 3rd Asia Pacific International Conference on Industrial Engineering and Operations Management, Johor Bahru, Malaysia

Publisher: IEOM Society International
Date of Conference: September 13-15, 2022

ISBN: 978-1-7923-9162-0
ISSN/E-ISSN: 2169-8767