Pengaruh Faktor Sustainability Terhadap Kepuasan dan Loyalitas Konsumen Logistic Service Provider Menggunakan PLS-SEM dan MGA (Studi Kasus : Generasi Z dan Generasi Milenial di Pulau Jawa)

Abstract

Logistic Service Providers are institutions that offer goods delivery services from the goods' origin to their destination as well as goods storage services, which are called warehousing companies. These shipping or expedition services are commonly called 3PL. Third party logistics has helped a lot with deliveries to remote areas to deliver goods. Generation Z and Millennial Generation are increasingly using E-Commerce applications to buy products and use expedition services. Increasing consumer satisfaction and loyalty in using a service can be obtained from the aspect of sustainability logistics. Sustainability Logistics is a logistics strategy that transparently integrates an organization's environmental, economic and social goals within the framework of the company's internal business process coordination system. Data collected through a survey distributed online obtained as many as 300 samples who had used expedition services in E-Commerce on the island of Java. Processing and data analysis using the PLS-SEM method with the help of the SmartPLS application. Analysis of the relationship in this study using the PLS – SEM method and the Multi-Group Analysis (MGA) method. This research, using PLS-SEM analysis, shows that the variables air pollution emissions, health and safety, noise, employees, and responsiveness have a positive effect on satisfaction. While reliability has no significant effect. Besides that, employee, responsiveness and reliability have no significant effect on loyalty. And in the MGA analysis, there is a difference in the path of Reliability to Loyalty.