Analisis Faktor Yang Mempengaruhi Customer Satisfaction dan Loyalty Pengguna Layanan Home Delivery Logistics di Indonesia

Abstract

Technological developments have given rise to new habits for people, namely online shopping (e-commerce). The increase in online shopping activities (e-commerce) causes the need for shipping or logistics services to increase. In line with this, logistics service providers are also growing from year to year, this has led to the emergence of competition between logistics service providers. Customers will begin to see the quality of services provided by service providers. Service providers need to pay attention to the quality of logistics services, to increase customer satisfaction and loyalty. Therefore, this study aims to analyze the effect of logistics service quality on customer satisfaction and loyalty. The analysis in this study uses PLS-SEM. The data was obtained through an online survey of 203 respondents who are Indonesian citizens and have used logistics services in Indonesia. Based on the results of the structural model analysis, it was found that customer satisfaction is strongly influenced by the quality of staff, operational and technical services. Customer loyalty is not directly affected by service quality, but is mediated by customer satisfaction. The results of this study can be used as a reference for logistics service providers as a strategy for increasing and improving services.