Customer service is a process for providing significant value added benefit to the supply chain in a cost-effective way.

Pre-transaction elements: customer service factors that arise prior to the actual transaction taking place.

Transaction elements: the elements directly related to the physical transaction and are those that are most commonly concerned with logistics.

Post-transaction elements: these involve those elements that occur after the delivery has taken place.

written customer service policy;organizational structure;method of ordering;single order contact point;accessibility of order personnel;order size constraints;system flexibility

condition of goods;inventory availability;order preparation;service/order cycle time;delivery alternatives;delivery time;delivery reliability;delivery of complete order;order status information.

invoicing procedures;invoicing accuracy;product tracing/warranty;returns policy;availability of spares;call-out time;customer complaints and procedures.

1. Time – usually order fulfilment cycle time;

2. Dependability – guaranteed fixed delivery times of accurate, undamaged orders;

3. Communications – ease of order taking, and queries response;

4. Flexibility – the ability to recognize and respond to a customer's changing needs.

Service quality is a measure of the extent to which the customer is experiencing the level of service that he or she is expecting.

Service quality is the match between what the customer expects and what the customer experiences.

Service quality = nsExpectatio Desired

100 x ePerformanc Perceived

Douglas M. Lambert, James R. Stock, & Lisa M. Ellram. Fundamentals of Logistics Management. Irwin McGraw-Hill, Inc. Siagian, Yolanda M. 2005. Aplikasi Supply Chain Management Dalam Dunia Bisnis. Jakarta: Grasindo.

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