Pengaruh Logistics Service Quality Dan Customer Satisfaction Terhadap Customer Loyalty Pada Jasa Logistik
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Abstract
Industri logistik saat ini mengalami pertumbuhan yang signifikan, didorong oleh perkembangan pesat pasar e-commerce. Persaingan dalam sektor logistik menuntut pemilihan strategi yang tepat untuk menjadikan sebuah perusahaan tetap kompetitif, hal ini mendorong perusahaan harus meningkatkan fokus pada logistics service quality dan kepuasan dari para pelanggan, Penelitian ini bertujuan untuk melihat pengaruh delivery time, shipping cost, order accuracy dan order discrepancy handling terhadap customer satisfaction dan customer loyalty. Penelitian ini menggunakan pendekatan kuantitatif dengan sampel 144 orang customer e-commerce shopee yang menggunakan jasa logistic SPX di Jakarta dan memenuhi kriteria. Penelitian ini menggunakan Structural Equation Modeling (SEM) berbasis Partial Least Square (PLS) untuk menguji instrumen pengukuran dan hubungan struktural antar variable. Hasil penelitian ini menunjukkan bahwa delivery time, shipping cost dan order discrepancy handling memiliki pengaruh positif terhadap customer satisfaction, yang pada akhirnya berkontribusi terhadap customer loyalty. Sebaliknya, variabel order accuracy tidak menunjukkan pengaruh signifikan terhadap customer satisfaction. Hal ini menunjukan perusahaan harus fokus pada peningkatan pengalaman belanja secara keseluruhan agar pelanggan merasa terdorong untuk terus menggunakan e-commerce secara berkelanjutan.
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