Logistics Service Quality dan Customer Satisfaction dalam e-Commerce: Studi Kasus Blibli Indonesia

Setiawan Natajaya, Fitri Novika, Adhika Putra Wicaksono

Abstract


ABSTRAK

Penelitian ini bertujuan untuk menganalisis pengaruh dimensi Logistics Service Quality (LSQ) yang meliputi order accuracy, order condition, timeliness, order discrepancy handling, dan information quality terhadap customer satisfaction, serta pengaruh customer satisfaction terhadap customer loyalty pada pengguna Blibli di Indonesia. Penelitian ini menggunakan pendekatan kuantitatif kausal dengan penyebaran kuesioner daring kepada pengguna Blibli berusia 1725 tahun yang telah melakukan transaksi dalam satu tahun terakhir. Data dianalisis menggunakan Structural Equation Modelling (SEM). Hasil penelitian diharapkan menunjukkan bahwa kelima dimensi LSQ berpengaruh positif signifikan terhadap customer satisfaction, dan kepuasan pelanggan berpengaruh positif terhadap customer loyalty. Penelitian ini memberikan kontribusi dalam memperdalam pemahaman faktor logistik yang memengaruhi persepsi pelanggan serta memberikan implikasi manajerial bagi perusahaan e-commerce dalam meningkatkan kualitas layanan dan retensi pelanggan.

Kata Kunci: e-Commerce, Kepuasan Pelanggan, Kualitas Layanan Logistik, Loyalitas Pelanggan


ABSTRACT

dimensions order accuracy, order condition, timeliness, order discrepancy handling, and information quality on customer satisfaction, and the effect of customer satisfaction on customer loyalty among Blibli users in Indonesia. Using a quantitative causal approach, primary data were collected through online questionnaires distributed to Blibli users aged 1725 years who had made online purchases within the past year. The data were analyzed using Structural Equation Modelling (SEM). The results are expected to show that the five dimensions of LSQ have a significant positive effect on sustomer satisfaction, and that satisfaction positively affects loyalty. This study contributes to the understanding of logistics service factors that influence customer perceptions and provides managerial insights for e-commerce platforms in improving service quality and customer retention.

Keywords:Customer Loyalty, Customer Satisfaction, e-Commerce, Logistics Service Quality



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DOI: http://dx.doi.org/10.35906/jurman.v11i2.2655

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