PRIORITIZATION FACTORS OF LOGISTICS SERVICE QUALITY ON RETAIL COMPANIES
Abstract—Logistics service quality is the importance of customer satisfaction and succession of the organization. The logistics service sector needs to maintain and increase a high level of service quality because of long-term market sharing and also to present the potential and credibility of the organization. This research purpose is to study factors affecting logistics services in retail companies and finds techniques to prioritize the factors of logistics in the retail company. The results of this study found 12 factors influencing this service. Analytic Network Process (ANP) was one of the techniques in Multi-Criteria Decision Making (MCDM), it finds alternatives solution for the most suitable decision which applies to both qualitative and quantitative factors. Therefore, ANP was a suitable technique due to it was general and could be prioritized from an expert point of view in retail companies. Then, the output is developed as a guideline for policies that are successful in managing the organization in the future.