Re-Use Intention of the Logistics Service Quality Model in Multiple Vendor-Retailers Based-On Multidimension Criteria

Abstract

This study contributes to the problem of logistics service quality in fast-moving consumer goods (FMCGs) products. This study aims to design a disaggregate model of logistics service quality on multi-retailer satisfaction using multiple linear regression models. This study also fills the gap in previous studies on logistics satisfaction models but is still limited to one retailer with multiple criteria. Multiple linear regression is the method used to solve this problem with the relationship between the dependent variable and the independent variable. The independent variables consist of service reliability, delivery speed, product quality, price, and response to complaints, while the study object uses three vendors and 50 retailers. Vendors are companies that supply products, while retailers are grocery stores and mini markets that determine demand. The findings reveal that the variables that influence the two logistics satisfaction models are (1) aggregate (price, product quality and service reliability) and, (2). disaggregate, (service reliability, product quality and price). Meanwhile, validation of logistics service satisfaction by interviewing vendors in the field directly. This model will help provide insight for decision makers of fast-moving consumer goods companies about the variables that affect logistics service satisfaction. The direction for future work focuses on the re-use intention model by integrating the vendor managementend Inventory by developing several dimensions that cause satisfaction.