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All Journal SENTRALISASI Jurnal Manajemen Bisnis Transportasi dan Logistik
Thamrin, HM
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Transportation

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Analysis of The Elements of Logistics Customer Service In Freight Forwarding Purwoko, Harry; Thamrin, HM; Yuliyanto, Agus; Sembiring, Honny Akira
Jurnal Manajemen Bisnis Transportasi dan Logistik Vol. 8 No. 2 (2022): Desember
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mbtl.v8i2.1203

Abstract

Logistics is as service industry that relies heavily on people to execute operations in order to provide a better perception to customers through customer service. In stiff competition, customer service will make a big difference between competitors. A qualitative study using in-depth interview analyse the effectiveness of implementing three elements of logistics customer service, i.e., pre-transactions, in transactions and post-transactions, particularly in the international freight forwarding activities to understand the three elements of customer service transactions. The result shows a strong relationship and impact between the elements, although most of the topics in these elements are not relevant to freight forwarding industry.
Leveraging Distinctive Competency for Competitive Advantages: Mediating of Value Creation and Moderating of Service Innovation in Indonesia's Ferry Transport Companies Solikin, Solikin; Thamrin, HM; Majid, Suharto Abdul; Arifiani, Librita; Saribanon, Euis
SENTRALISASI Vol. 14 No. 1 (2025): January
Publisher : Universitas Muhammadiyah Sorong

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33506/sl.v14i1.3684

Abstract

This study aims to explain how distinctive competency can leverage the competitive advantages of Indonesia’s ferry transport companies, mediated by value creation and moderated by service innovation. A quantitative approach (positivistic paradigm) and survey methods were employed. The research population consisted of 249 directors from 42 ferry transportation companies operating on four commercial routes, with a sample size of 153. The main findings indicate that distinctive competency has a direct, positive, and significant effect on the competitive advantages of Indonesia’s ferry transport companies. Additionally, value creation mediates the relationship between distinctive competency and competitive advantages, while service innovation moderates the relationship between value creation and competitive advantages. The findings suggest that ferry transport companies in Indonesia should focus on developing and enhancing their distinctive competencies to create value and sustain competitive advantages. Moreover, investing in service innovation can strengthen the impact of value creation on competitive advantages, ensuring long-term success in a competitive market. This study contributes to the literature by integrating the roles of value creation and service innovation into the relationship between distinctive competency and competitive advantages in the context of the ferry transport industry, a sector that has received limited attention in previous research.  
Co-Authors Agustina Manurung, Ram Arifiani, Librita Euis Saribanon, Euis Myrza Rahmanita Purwoko, Harry Sembiring, Honny Akira Siahaan, Denny Solikin Solikin Suharto Abdul Majid Yuliyanto, Agus