Logistics Service Providers LSPs in Indonesia will play an increasingly
significant part in the ASEAN Economic Community AEC. To prepare
for the single market place at the end of 2015 Indonesia LSPs need to understand
their existing situation and how they can improve their performance. The
study follows a prior research on Thai LSPs and thus the same questionnaire
was distributed to Indonesia LSPs and users. The SERVQUAL method was utilized
to identify the gaps between the LSPs and users. It was found that neither
Indonesia LSPs nor Thai LSPs can perform their service to meet with their customers
expectation over the service delivered. The LSPs must improve their
performance to satisfy their customers which will directly drive product flows
and eventually help them gain benefits from AEC.
Logistic Service Provider (LSP), ASEAN Economic Community
(AEC), Service Quality.