PERFORMING AN IMPORTANCE-PERFORMANCE ANALYSIS TO PINPOINT IMPROVEMENT FACTORS FOR RHENUS LOGISTICS INDONESIA ON CUSTOMER SELECTION CRITERIA

• Main Author: Leander Esser, Roman
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/84447
• Institution: Institut Teknologi Bandung

This final project investigates the key criteria that Indonesian businesses consider when selecting a freight forwarder and compares these criteria to the performance of Rhenus Logistics Indonesia, a freight forwarding company. The goal is to identify any gaps between what customers expect and how the company performs and pinpoint the factors that need improvment. The study makes use of the framework Importance-Performance Analysis (IPA) to compare the importance of various selection criteria to external customers and the performance perceptions of employees internally. The twelve criteria evaluated are costs, expertise, company size, service quality, reputation, reliability, network and coverage, information systems & technology, flexibility and customization, certifications, compliance, and sustainability. Customers of freight forwarding companies in Indonesia see the three factors of reliability, service quality, and costs as the most important, while the internal performance questionnaire reveals the highest results in compliance, network coverage, and certifications. This leads to the detection of the largest gaps in reliability, service quality, and costs, which are identified as the main areas for strategic improvement.