Performance Assessment of Food Logistics Service Under SERVQUAL Model Using Analytic Hierarchy Process Approach.

The food supply chain at present is important to the human and there have a lot of transportation modes to distribute food from manufacturer to customer also business to business. The customers there need fresh food and the providers always find the best way in logistics that send their food to customers with the best quality and fresh, that is why the cold chain of logistics is popular and needs to improve more for the customers. However, there is no clear way to improve the performance and assessment of food logistics service, the aim of this study focused on service quality of food logistics and identify a set of service quality dimensions that developed from the SERVQUAL model for measuring their logistics process after that researcher prioritized the dimensions and sub-dimensions by Analytic Hierarchy Process (AHP) and finalize the local weight and global weight from AHP result. Finally, this research has shown the providers and the customers were prioritized for punctuality in food logistics service. It should be concern and improvement about punctuality in a food logistics service at the same time, the worst dimension of the provider's perspective is tangible and the customer perspective is empathy, that they did not pay attention it should be improved later.