IMPROVEMENT ON DELIVERY SERVICE IN DROPSHIPPER COMPANY: CASE OF AQUARIST FARM
Despite the rapid increase of E-commerce users, there are some issues available, such as customer’s behaviour, payment infrastructure, logistic infrastructure, legal and regulation infrastructure. However, in this journal, only logistic infrastructure is discussed. Currently, Aquarist Farm, a drop shipper company based on livestock, also has problems on logistic which lead to poor delivery service.
To find the root causes, conceptual framework is developed based on the 5 delivery service qualities (tangibility, empathy, reliability, responsiveness, assurance). After being surveyed, the customer concerns are on the Empathy and Tangibility of the delivery service. There are 6 root causes to be discussed in this research: document error, Aquarist Farm policy, few numbers of suppliers, supplier’s attitude, lack of response of Aquarist Farm, lack of website information.
After calculating the result from criteria and impact, The best solution for each root causes is giving compensation to the customer for document error, consolidating number of routes for Aquarist Farm policy, making own farm for few number of suppliers, changing supplier for supplier’s attitude, setting a reminder to reply for lacking of response to customer, adding more website for lacking of website information..
Keywords: Drop shipper, E-commerce, service quality, delivery service