Physical distribution service quality plays a key role in supply chain management. A
successful distribution system will bring high values and profit for company. Through
physical distribution service activities, a company can bring good perceived values to
customers. Especially, with the development of modern channels, customers have more
choices in the buying process. Omni-channel is a modern type of distribution which is used by
many companies to access customers more effectively. This research is about the effects of
physical distribution service on customer perceived values using Omni-channel.
Questionnaires were issued to 200 customers who have experiences in using an Omni-channel
to buy products. The results show how customers perceive about physical distribution service
quality of companies applied Omni-channel in their supply chain.