Analysis of Satisfaction of Third-Party Service Users in the Logistics Industry

https://doi.org/10.46610/JPLACMS.2023.v04i02.003

Abstract

Logistics is an absolute necessity in supply chain management due to its critical role in ensuring the smooth and efficient movement of goods from the point of origin to the point of consumption. Without effective logistics, supply chains would struggle to function efficiently, leading to various challenges and disruptions

Third-party logistics (3PL) service provider has garnered significant attention in recent years due to its innovative approach and commitment to customer satisfaction. The level of customer support provided by 3Pl service providers will be scrutinized. Responsive and knowledgeable customer service representatives can significantly affect a user's perception of the company. Effective communication channels, quick issue resolution, and a customer-centric approach are vital in building lasting relationships with clients. The cost-effectiveness of the services offered by 3 Pl will be a focal point of this analysis. The analysis of satisfaction among third-party logistics service users provides valuable insights into the company's performance and customer perception.

A structured questionnaire was made and a survey was conducted among 100 users from various locations to assess their opinions and views on the 3 PL logistics concept. Overall, the findings indicate a mixed response, with several positive aspects and areas for improvement. While a considerable percentage of respondents expressed satisfaction with aspects such as value for money and shipment condition upon delivery, there are a few areas of concern, including communication, delays in delivery, and customer support knowledge.