Pengaruh Logistics Service Quality Terhadap Customer Satisfaction dan Customer Loyalty pada Pengguna JNE dan J&T Express di Jabodetabek

Abstract

Peningkatan jumlah pengguna e-commerce menyebabkan tren belanja online menjadi populer di kalangan masyarakat Indonesia selama masa pandemi COVID-19. Jasa penyedia logistik memiliki peran penting dalam perkembangan suatu e-commerce. JNE dan J&T Express merupakan perusahaan industri logistik di Indonesia. Perusahaan jasa logistik harus memperhatikan kualitas layanan karena merupakan salah satu kunci dalam meraih keunggulan kompetitif yang berdampak pada kepuasan dan tingkat loyalitas pelanggan. Penelitian ini bertujuan untuk menganalisis pengaruh logistics service quality terhadap customer satisfaction dan customer loyalty pada pengguna JNE dan J&T Express di Jabodetabek. Data dalam penelitian ini diperoleh melalui data primer dan data sekunder. Analisis data yang digunakan adalah analisis Independent Sample T-Test dan analisis SEM-AMOS dengan sampel sebanyak 407 responden. Teknik pengambilan sampel yaitu metode non probability sampling jenis convenience sampling. Hasil penelitian ini menunjukkan bahwa logistics service quality berpengaruh positif dan signifikan terhadap customer satisfaction dan customer loyalty

The increasing number of the e-commerce shopping trend online become popular among the Indonesian people during the COVID-19 pandemic. Logistics service providers have an important role in the development of an e-commerce. JNE and J&T Express are logistics industry companies in Indonesia. Logistics service companies must pay attention to service quality because it is one of the keys to achieve competitive advantage that has an impact on customer satisfaction and customer loyalty. This study aims to analyze the effect of logistics service quality on customer satisfaction and customer loyalty on JNE and J&T Express users in Jabodetabek. The data in this study were obtained through primary and secondary data. The method that is used to analyze the data is Independent Sample T-Test analysis and SEM-AMOS analysis as a methodology with a sample of 407 respondents. The sampling technique is a non-probability sampling and convenience sampling. The results of this study indicate that logistics service quality has a positive and significant effect on customer satisfaction and customer loyalty