PENGARUH LOGISTICS SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA LOGISTICS SERVICE PROVIDER (Studi Kasus Pos Indonesia)
Keywords:
Logistics Service Quality, Customer Loyalty, Customer Satisfaction
Abstract
Dalam era globalisasi dan persaingan bisnis yang semakin ketat, kualitas layanan logistik (Logistics Service Quality - LSQ) memegang peranan penting bagi penyedia layanan logistik di Indonesia. LSQ menjadi faktor kunci yang memengaruhi kepuasan dan loyalitas pelanggan terhadap penyedia layanan logistik. Penelitian ini bertujuan untuk menginvestigasi pengaruh Logistics Service Quality terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening pada Logistics Service Provider (Studi Kasus Pos Indonesia). Melalui pendekatan kuantitatif dengan menggunakan perangkat lunak Statistical Package for the Social Sciences (SPSS) dan Smart Partial Least Squares (PLS) 4.1.0.2, data dikumpulkan melalui kuesioner yang disebarkan kepada responden yang merupakan pengguna layanan logistik Pos Indonesia. Dengan latar belakang tersebut, penelitian ini diharapkan dapat memberikan pemahaman yang lebih mendalam tentang pentingnya kualitas layanan logistik dalam mempengaruhi loyalitas pelanggan. Implikasi praktis dari penelitian ini diharapkan dapat membantu Logistics Service Provider, Termasuk Pos Indonesia, dalam meningkatkan strategi layanan mereka untuk memperoleh kepuasan dan loyalitas pelanggan yang lebih baik.
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Islam, R., Ahmed, S., Rahman, M., & al Asheq, A. (2021). Determinants of Service Quality and its effect on Customer Satisfaction and loyalty: an empirical study of private banking sector. TQM Journal, 33(6), 1163–1182. https://doi.org/10.1108/TQM-05-2020-0119
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Le, D. N., Nguyen, H. T., & Hoang Truong, P. (2020). Port Logistics Service Quality and Customer Satisfaction: Empirical evidence from Vietnam. Asian Journal of Shipping and Logistics, 36(2), 89–103. https://doi.org/10.1016/j.ajsl.2019.10.003
Lin, X., Mamun, A. Al, Yang, Q., & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PLoS ONE, 18(5May). https://doi.org/10.1371/journal.pone.0286382
Maulana, A., Pebriyanti, E., Depiana, E., Wardani, E. E., Alfiani, E., & Ayenero, D. (2019). Influence of Service Quality to Customer Satisfaction PT. Pos Indonesia Karawang Branch. In Journal of Management and Business (Vol. 18, Issue 1). www.posindonesia.com.
Mentzer, J. T., Flint, D. J., Tomas, G., & Hult, M. (2001). Logistics Service Quality as a Segment-Customized Process. In Journal of Marketing (Vol. 82).
Muhamad, A. (2023, August 3). Ini Layanan Ekspedisi yang Banyak Digunakan Penjual E-Commerce Lokal. Databoks. Retrieved February 8, 2024, from https://databoks.katadata.co.id/datapublish/2023/08/03/ini-layanan-ekspedisi-yang-banyak-digunakan-penjual-e-commerce-lokal
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2024-09-02
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Copyright (c) 2024 Reza Ibrahim Ramadinka, Maya Irjayanti
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