Logistic Service Quality in Improving the Quality of Logistics Services for Companies Using the Analytical Hierarchy Process (AHP) Method

Abstract

The rapid development of organizations in the industrial sector is in line with today's technological advances. Logistics is an important process in companies that consider the quality of the delivery facilitator. The purpose of this study is to analyze how the effect of logistics service quality on improving the quality of goods delivery services using the LSQ dimensions of previous research. Then analyze the factors that make consumers dissatisfied with the quality of the services provided, then choose the criteria as an alternative weighting sample. The identification of criteria is adjusted to the Logistics Service Quality to review the main criteria to be taken. Then weighted on each alternative based on the main criteria that have been identified. This weighting is carried out by the AHP decision support method, where the alternatives and comparisons of each criterion are those that are inputted into the AHP and those that are considered unable to meet customer satisfaction are the output attributes of the LSQ. The results of this study indicate that there are main dimensions of logistics service quality in improving service quality, namely ordering condition, time, and information quality. Each comparison factor is tested for consistency using the Analytical Hierarchy Process (AHP), each main criterion has a consistency value of less than 0.1 so that the main criteria tested have a consistent comparison matrix and can be used as a basis for decision making for companies in choosing priority alternative criteria.