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Abstract

This study investigates the relationship between service quality and
customer satisfaction at RG Logistics – Dry Port Company that focusing on how various dimensions of service quality impact overall satisfaction. Data were collected using a structured questionnaire designed on a five-point Likert scale, targeting key dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. The questionnaire was distributed to 100 customers of RG Logistics that selected using a simple random sampling method to ensure participants had recent and relevant experiences with the company’s services. The findings indicate that while all dimensions of service quality positively impact customer satisfaction, reliability, assurance, and empathy emerged as the most significant contributors. These results emphasize the importance of providing consistent and dependable services, building trust through professional assurance, and fostering relationships with customers through empathetic interactions. Tangibility and responsiveness while still influential had a relatively lower impact compared to the other dimensions. This study highlights the critical role of superior service quality in achieving high levels of customer satisfaction and offers practical recommendations for RG
Logistics. These include enhancing employee training, improving
responsiveness, and prioritizing customer-focused initiatives to build loyalty and long-term success. Future research could expand the scope by exploring other variables, such as pricing strategies, technological integration, or comparative studies across different logistics providers, to gain a broader understanding of factors influencing customer satisfaction.

Author: HLAING MOE HEIN