Faktor-faktor yang Memengaruhi Loyalitas Penggunaan Jasa Layanan Pengiriman Kargo di Indonesia

Authors

  • Ghaza Gamada Aswinda Syahputra Universitas Surabaya
  • Siti Rahayu Universitas Surabaya
  • Fitri Novika Widjaja Universitas Surabaya

DOI:

https://doi.org/10.37385/msej.v5i2.6276

Keywords:

Kualitas Layanan Logistik, Kepuasan Konsumen, Loyalitas Konsumen

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan logistik yang terdiri atas konstruk dimensi kualitas operasional, kualitas sumber daya, kualitas informasi, kualitas kontak personel, serta kualitas kustomisasi dan inovasi terhadap loyalitas konsumen, dengan kepuasan konsumen sebagai variabel mediasi. Penelitian ini menggunakan metode kuantitatif dengan pengumpulan data primer melalui kuesioner online berupa google form yang disebarkan kepada responden yang memiliki pengalaman mengirim barang dengan menggunakan layanan kargo dari perusahaan ekspedisi kurir. Aplikasi Smart PLS 4 digunakan untuk melakukan analisis data dan menguji hubungan antar variabel. Hasil penelitian mengindikasikan bahwa resources quality, personnel contact quality, dan customization and innovation quality berpengaruh positif dan signifikan terhadap customer satisfaction, tetapi customer satisfaction hanya berperan sebagai mediator resources quality dan personnel contact quality terhadap customer loyalty. Operational quality dan information quality tidak berpengaruh positif dan signifikan terhadap customer satisfaction, begitupun customer satisfaction gagal memediasi operational quality, information quality, dan customization and innovation quality terhadap customer loyalty. Temuan ini menekankan pentingnya upaya peningkatan kualitas operasional dan informasi untuk meningkatkan kepuasan dan loyalitas pelanggan di tengah persaingan yang ketat dalam industri ekspedisi kurir.

References

Al Sukri, S., Prihastuti, A. H., Miran, I., & Cakranegara, P. A. (2022). Customer Satisfaction Mediates the Effect of Product Innovation and Service Quality on Customer Loyalty. https://doi.org/10.29264/jinv.v18i1.10505

Ardiningrum, W., Kristianto, C. S., Ismanto, S. H., & Primawati, S. (2019). Uji Validitas dan Reliabilitas Cognitive Assessment Interview versi Indonesia Authors Wikan Ardiningrum. Cermin Dunia Kedokteran, 46(5), 325–333.

Baliyan, M., Gupta, S., Yinjin, J. L., Mui, D., Kee, H., Lyana Binti, I., Habsah, A., Zetian, H., Ke, H., & Aggarwal, J. (2022). Impact of Covid-19 Pandemic on DHL Delivery Service. International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP), 5(1), 7. https://doi.org/10.32535/ijthap.v5i1.140

Bellingkrodt, S., & Wallenburg, C. M. (2015). The Role of Customer Relations for Innovativeness and Customer Satisfaction: A Comparison of Service Industries. The International Journal of Logistics Management, 26(2), 254–274.

Bouzaabia, R., Bouzaabia, O., & Capatina, A. (2013). Retail Logistics Service Quality: A Cross?Cultural Survey on Customer Perceptions. International Journal of Retail & Distribution Management, 41(8), 627–647.

Chu, Z., & Wang, Q. (2012). Drivers of Relationship Quality in Logistics Outsourcing in China. Journal of Supply Chain Management, 48(3), 78–96.

Coelho, P. S., & Henseler, J. (2012). Creating Customer Loyalty through Service Customization. European Journal of Marketing, 46(3/4), 331–356.

Dianti, E. N., Hidayah, S. R., Pertiwi, D. A. A., Khoirunnisa, O. G., & Lestari, A. D. (2023). Logistic Service Quality in Improving the Quality of Logistics Services for Companies Using the Analytical Hierarchy Process (AHP) Method. Indonesian Community on Optimization and Computer Application, 1(1), 9–16.

Ejdys, J., & Gulc, A. (2020). Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service. Sustainability, 12(21).

Ellitan, L. (2023). The Mediating Role Of Satisfaction On Logistic Service Quality-Loyalty Relationship. Quality - Access to Success, 24(195), 170–180.

Etikan, I., Musa, S. A., & Alkassim, R. S. (2015). Comparison of Convenience Sampling and Purposive Sampling. American Journal of Theoritical and Applied Statistics, 5(1), 1–4.

Gliem, J. A., & Gliem, R. R. (2003). Midwest Research to Practice Conference in Adult, Continuing, and Community Education.

Grant, D., Juntunen, J., Juga, J., & Juntunen, M. (2014). Investigating Brand Equity of Third-party Service Providers. Journal of Services Marketing, 28(3), 214–222. https://doi.org/10.1108/JSM-06-2012-0104

Gupta, A., & Singh, R. K. (2020). Managing Operations by A Logistics Company for Sustainable Service Quality: Indian Perspective. Management of Environmental Quality, 31(5), 1309–1327.

Gupta, A., Singh, R. K., Mathiyazhargan, K., Suri, P. K., & Dwiverdi, Y. K. (2022). Exploring Relationships Between Service Quality Dimensions and Customers Satisfaction: Empirical Study in Context to Indian Logistics Service Providers. The International Journal of Logistics Management, 34(6), 1858–1889.

Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. (2006). Multivariate Data Analysis (7th ed.). Pearson Prentice Hall.

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to se and how to Report the Results of PLS-SEM. European Business Review, 31(1), 2–24.

Hamidin, D., & Hendrayati, H. (2022). Courier Service Application: Courier Service Quality and Customer Loyalty Mediated by Customer Experience and Customer Satisfaction.

Hati, S. W., & Juliati, A. (2019). Analisis Pengaruh Logistics Service Quality terhadap Kepuasan dan Loyalitas Pelanggan pada Perusahaan Logistik Jalur Nugraha Ekakurir (JNE). Jurnal Akuntansi, Ekonomi, Dan Manajemen Bisnis, 7(2), 240–249.

Herdiansyah, I., & Ghozali, I. (2021). Dampak Tanggung Jawab Sosial Perusahaan (CSR) dan Tata Kelola Perusahaan (GCG) terhadap Kinerja Keuangan menggunakan Manajemen Laba sebagai Variabel Mediasi. Diponegoro Journal of Accounting, 10(3), 1–14.

Ho, J. S. Y., Teik, D. O. L., Tiffany, F., Kok, L. F., & Teh, T. Y. (2012). Logistic Service Quality among Courier Services in Malaysia. International Conference on Economics, Business Innovation, 38, 113–117.

Hu, M., Huang, F., Hou, H., Chen, Y., & Bulysheva, L. (2016). Customized Logistics Service and Online Shoppers’ Satisfaction: An Empirical Study. Internet Research, 26(2), 484–497.

Huma, S., Ahmed, W., Ikram, M., & Khawaja, M. I. (2020). The Effect of Logistics Service Quality on Customer Loyalty: Case of Logistics Service Industry. South Asian Journal of Business Studies, 9(1), 43–61. https://doi.org/10.1108/SAJBS-10-2018-0114

IŠORAIT?, M. (2016). Customer Loyalty Theoritical Aspects. Ecoforoum Journal, 5(2), 292–299.

Jang, H. M., Marlow, P. B., & Mitroussi, K. (2013). The Effect of Logistics Service Quality on Customer Loyalty through Relationship Quality in the Container Shipping Context. Transportation Journal, 52(4), 493–521. https://doi.org/10.5325/transportationj.52.4.0493

Jaya, K. A., Budiartha, I. N. P., & Ujianti, N. M. P. (2020). Tanggung Jawab Perusahaan Ekspedisi terhadap Kerusakan dan Kehilangan Barang Muatan dalam Pengangkutan Darat. Jurnal Interpretasi Hukum, 1(1), 66–71.

Jiang, Y., Lai, P., Chang, C.-H., Yuen, K. F., Li, S., & Wang, X. (2021). Sustainable Management for Fresh Food E-Commerce Logistics Services. Sustainability, 13(6), 1–19.

Juga, J., Juntunen, J., & Grant, D. B. (2010). Service Quality and Its Relation to Satisfaction and Loyalty in Logistics Outsourcing Relationships. Managing Service Quality: An International Journal, 20(6), 496–510.

Killibarda, M., Andrejic, M., & Popovic, V. (2020). Research in Logistics Service Quality: A Systematic Literature Review. Transport, 35(2), 224–235.

Kline, R. B. (2015). The Mediation Myth. Basic and Applied Social Psychology, 37(4), 202–213. https://doi.org/10.1080/01973533.2015.1049349

Kotler, P., Armstrong, G., & Oprensik, M. O. (2018). Principles of Marketing (L. Albelli, S. Jackson, I. Sinha, & D. Luiz, Eds.; 17th ed.). Pearson Education Limited.

Leninkumar, V. (2016). The Effect of Service Quality on Customer Loyalty. In European Journal of Business and Management www.iiste.org ISSN (Vol. 8, Issue 33). Online. www.iiste.org

Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. Nternational Journal of Academic Research in Business and Social Sciences, 7(4), 450–465.

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(5), 1–24.

Liszewski, D. (2014). Logistics Services in CEP Industry in the Context of the Analysed Courier Firm Activities. In Online) Journal. http://www.exclusiveejournal.sk

Lytvynenko, S., Voitsehovskiy, V., Hryhorak, M., Vasylenko, I., Ozerova, O., & Gabrielova, T. (2023). Cargo Delivery Management in Global Supply Chains Under Sustainable Development Conditions. E3S Web of Conferences, 383. https://doi.org/10.1051/e3sconf/202338303010

Maftuhah, I. (2015). The Effects of Service Quality, Customer Satisfaction, Trust, and Perceived Value Towards Customer Loyalty. Jurnal Dinamika Manajemen (Vol. 6, Issue 1). http://jdm.unnes.ac.id

Masudin, I., Safitri, N. T., Restuputri, D. P., Wardana, R. W., & Amallynda, I. (2020). The Effect of Humanitarian Logistics Service Quality to Customer Loyalty using Kansei Engineering: Evidence from Indonesian Logistics Service Providers. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1826718

Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics Service Quality as a Segment-Customized Process . Journal of Marketing, 65(4), 82–104.

Mishra, R., Singh, R. K., & Subramanian, N. (2021). Impact of Disruptions in Agri-Food Supply Chain Due to COVID-19 Pandemic: Contextualised Resilience Framework to Achieve Operational Excellence. The International Journal of Logistics Management, 33(3), 926–954.

Monalisa, M., Imron, I., & RIyandi, A. (2021). Analisa Kualitas Sistem Informasi E-Raport pada Sekolah SMPN 5 Kota Tangerang terhadap Kepuasan Pengguna Menggunakan Metode Webqual 4.0. Infotech Journal, 7(1), 10–19.

Mutmainah, I., & Yunita, Y. (2021). Penerapan Metode Topsis Dalam Pemilihan Jasa Ekspedisi. Jurnal Sisfokom (Sistem Informasi Dan Komputer), 10(1), 86–92. https://doi.org/10.32736/sisfokom.v10i1.1028

Özden, A. T., & Celik, E. (2021). Analyzing the Service Quality Priorities in Cargo Transportation before and during the Covid-19 outbreak. Transport Policy, 108, 34–46. https://doi.org/10.1016/j.tranpol.2021.04.025

Parasuraman, A., Zeithami, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing , 49(4), 41–50.

Phuong Vu, T., Grant, D. B., & Menachof, D. A. (2020). Exploring Logistics Service Quality in Hai Phong, Vietnam. Asian Journal of Shipping and Logistics, 36(2), 54–64. https://doi.org/10.1016/j.ajsl.2019.12.001

Pratama, B. P., Alvianna, S., Hidayatullah, S., Astuti, W., & Krisnanda, R. (2021). Mediation Effect of Customer Satisfaction from the Relationship between System Quality, Information Quality, and Service Quality towards Interests of Tourist Visiting in East Java Park 3. International Journal of Innovative Science and Research Technology, 6(1), 95–100.

Rajendran, S. (2021). Improving the Performance of Global Courier & Delivery Services Industry by Analyzing the Voice of Customers and Employees using Text Analytics. International Journal of Logistics Research and Applications, 24(5), 473–493. https://doi.org/10.1080/13675567.2020.1769042

Rauyruen, P., & Miller, K. E. (2007). Relationship Quality as a Predictor of B2B Customer Loyalty. Journal of Business Research, 60(1), 21–31. https://doi.org/10.1016/j.jbusres.2005.11.006

Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The Effect of Logistic Service Quality on Customer Satisfaction and Loyalty using Kansei Engineering during the COVID-19 Pandemic. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1906492

Santoso, H. B., Dewi Indrasari, L., Komari, A., & Tripariyanto, A. Y. (2023). Peningkatan Kinerja Jasa Ekspedisi dengan Meninjau Faktor Performansi (Vol. 09, Issue 01).

Sari, T. P. E., & Kurniawati. (2022). Pengaruh CRM Terhadap Customer Loyalty dengan Customer Trust sebagai Variabel Mediasi pada Online Shop. Jurnal Manajemen, 12(2), 124–141. https://doi.org/https://doi.org/10.30656/jm.v12i2.5031

Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling. In Handbook of Market Research (pp. 1–47). Springer International Publishing. https://doi.org/10.1007/978-3-319-05542-8_15-2

Shmueli, G., & Koppius, O. R. (2011). Predictive Analytics in Information Systems Research. MIS Quarterly, 35(3), 553–572.

Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (2nd ed.). CV ALFABETA.

Sumarna, D. L., & Siregar, I. H. (2022). Pengaruh Logistics Service Quality terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening pada Produk POS Kilat Khusus PT POS Indonesia (Persero). Jurnal Logistik Bisnis, 12(2), 62–74.

Sutrisno, A., Andajani, E., & Widjaja, F. N. (2019). The Effects of Service Quality on Customer Satisfaction and Loyalty in a Logistics Company. International Conference on Economics, Management, and Accounting, 85–92.

?wircz, M. P., & Racz, D. (2021). Choosing a Courier Service: Factors in Customer Preference. Olsztyn Economic Journal, 16(2), 237–249. https://doi.org/10.31648/oej.7968

Wicaksono, D. A. (2022). Faktor-Faktor yang Mempengaruhi Loyalitas Pelanggan (Suatu Kajian Teoritis). ULIL ALBAB: Jurnal Ilmiah Multidisiplin, 1(3), 504–509.

Yeo, G. T., Thai, V. V., & Roh, S. Y. (2015). An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports. The Asian Journal of Shipping and Logistics, 31(4), 437–447.

Yusup, F. (2018). Uji Validitas dan Reliabilitas Instrumen Penelitian Kuantitatif. Jurnal Tarbiyah: Jurnal Ilmiah Pendidikan, 7(1), 17–23.

Zhang, Y., Yuan, Y., & Su, J. (2023). Systematic Investigation of the Logistics Service Quality of Cross-border E-commerce: A Mixed-methods Perspective. Asia Pacific Journal of Marketing and Logistics, 36(3), 549–564.

Downloads

Published

2024-10-18

How to Cite

Syahputra, G. G. A., Rahayu, S., & Widjaja, F. N. (2024). Faktor-faktor yang Memengaruhi Loyalitas Penggunaan Jasa Layanan Pengiriman Kargo di Indonesia. Management Studies and Entrepreneurship Journal (MSEJ), 5(2), 4832–4851. https://doi.org/10.37385/msej.v5i2.6276