PENGARUH LOGISTICS SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION PADA PENGGUNA JASA KURIR SHOPEE EXPRESS DI SURABAYA
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Keywords:
logistics service quality, customer satisfaction, shopee express, kualitas layanan logistik, kepuasan pelanggan, shopee express
Abstract
Abstract—This study aims to determine the effect of logistics service quality, namely personnel contact quality, timeliness, order conditions, order discrepancy handling, and operational information sharing on customer satisfaction among Shopee Express courier service users in Surabaya. This research method uses a questionnaire with a total of 180 respondents in Surabaya who have used Shopee Express in the last 6 months. The regression model in this study is SEM (Structural Equation Model) with AMOS 23 software. The results of this study indicate that the variables of personnel contact quality, timeliness, order condition, order discrepancy handling, and operational information sharing have an effect on customer satisfaction.
Keywords: logistics service quality, customer satisfaction, shopee express
Abstrak—Penelitian ini bertujuan untuk mengetahui pengaruh logistics service quality, yaitu personnel contact quality, timeliness, order condition, order discrepancy handling, dan operational information sharing terhadap customer satisfaction pada pengguna jasa kurir Shopee Express di Surabaya. Metode penelitian ini menggunakan kuesioner dengan jumlah responden sebesar 180 responden di Surabaya yang pernah menggunakan Shopee Express 6 bulan terakhir. Model pada penelitian merupakan SEM (Structural Equation Model) dengan software AMOS 23. Hasil penelitian ini menunjukkan bahwa variabel personnel contact quality, timeliness, order condition, order discrepancy handling, dan operational information sharing berpengaruh terhadap customer satisfaction.
Kata kunci: kualitas layanan logistik, kepuasan pelanggan, shopee express
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References
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Apriyadi, D. (2017). Analisis pengaruh ketepatan waktu, fasilitas dan harga tiket terhadap kepuasan penumpang kereta api di stasiun Purwosari. Magistra, 29(99).
Ariani, D., & Dwiyanto, B. M. (2013). Analisis Pengaruh Supply Chain Management Terhadap Kinerja Perusahaan (Studi Pada Industri Kecil dan Menengah Makanan Olahan Khas Padang Sumatera Barat). Diponegoro Journal of Management, 30-39.
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Daryanto dan Setyobudi, I. (2014). Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media.
Dewantoro, D., Aryani, L., & Marzuki, F. (2020, November). Pengaruh Kualitas Pelayanan, Ketepatan Waktu Pengiriman Dan Fasilitas Tracking Sistem Terhadap Kepuasan Pelanggan Jne. In Prosiding BIEMA (Business Management, Economic, and Accounting National Seminar) (Vol. 1, pp. 278-293).
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis: Pearson new international edition. Essex: Pearson Education Limited, 1(2).
Hafizha, S., Abdurrahman and Sri Nuryani, H. 2019. Pengaruh Kualitas Pelayanan, Ketepatan Waktu, Tarif Pengiriman, Dan Fasilitas Kepuasan Pelanggan J&T EXPRESS.Jurnal Manajemen dan Bisnis. 2,1 (Jul.2019). DOI:https://doi.org/10.37673/jmb.v2i1.266.
Hati, S. W., & Juliati, A. (2019). Analisis Pengaruh Logistics Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Perusahan Logistik Jalur Nugraha Ekakurir (JNE). Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis.7(2), 240-249.
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 Journal of Trade, Economics and Finance, 3(4), 113- 117.
Iprize. (2021). Konsumen Indonesia menginginkan pengalaman pengiriman e-commerce yang lebih baik, sebuah survei oleh Parcel Perform membuktikan. https://iprice.co.id/trend/insights/konsumen-indonesia-menginginkan-pengalaman- pengiriman-e-commerce-yang-lebih-baik-sebuah-survei-oleh-parcel-perform-membuktikan/ diakses: 9 Agustus 2022
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.
Jiang Y, Lai P, Chang C-H, Yuen KF, Li S, Wang X. Sustainable Management for Fresh Food E- Commerce Logistics Services. Sustainability. 2021; 13(6):3456. https://doi.org/10.3390/su13063456
Kirono, I., & Hadiwidjojo, D. (2019). Logistics performance collaboration strategy and information sharing with logistics capability as mediator variable (study in Gafeksi East Java Indonesia). International Journal of Quality & Reliability Management. doi:10.1108/ijqrm-11-2017-0246
Kotler, P. (2017). Marketing 4.0: Moving from traditional to digital. John Wiley & Sons.
Kumba, D. (2017). Metodologi penelitian ekonomi dan bisnis.
Lie, G. G. W., & Bernardus, D. (2018). Pengaruh Layanan Dropshipper Terhadap Kepuasan Konsumen End-User Prima.
Lu, C. S., & Lu, C. H. (2011). Logistics service quality: A new way to loyalty. Asia Pacific Journal of Marketing and Logistics, 23(4), 447-472.
Mattila, A. S., & Mount, D. J. (2006). The impact of timeliness on complaint satisfaction in the context of call-centers. Journal of Hospitality & Leisure Marketing, 14(3), 5-16.
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.
Mentzer, J. T., Myers, M. B., & Cheung, M. S. (2004). Global market segmentation for logistics services. Industrial marketing management, 33(1), 15-20.
Oliver, J. 2019. Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan (Studi Kasus Waroeng Spesial Sambal “SS” Purwokerto). Hilos Tensados, 9 (1): 1–476.
Parasuraman, A., Zeithaml, 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.
Ratnasari, R. (2017). Analisis kepuasan konsumen pada produk makanan cepat saji dengan metode importance performance analysis (IPA) di kota Malang. Jurnal Administrasi Bisnis, 53(1), 109- 117.
Saura, I. G., Francés, D. S., Contri, G. B., & Blasco, M. F. (2008). Logistics service quality: a new way to loyalty. Industrial management & data systems.
Sekaran, U., & Bougie, R. (2017). Metode Penelitian untuk Bisnis: Pendekatan Pengembangan Keahlian Edisi 6 Buku 2,Salemba Empat, Jakarta Selatan 12610.
Setijadi. (2018). LPI 2018, Peringkat Indonesia Naik ke Peringkat 46. https://supplychainindonesia.com/lpi-2018-peringkat-indonesia-naik-ke-peringkat-46/ diakses: 9 Agustus 2022.
Siburian, W., & Kartika, L. N. (2021, December). Pengaruh Kualitas Layanan, Persepsi Harga, Dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan Pada J&T Express Di Perawang.. In Prosiding Seminar Nasional Dan Call For Papers Fakultas Ekonomi Universitas Kristen Immanuel (pp. 30-42).
Sugiyono, (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: CV. Alfabeta.
SupplyChainIndonesia, (2018). Pengangkutan Barang di Jalur Pantura. https://supplychainindonesia.com/pengangkutan-barang-di-jalur-pantura/ diakses 17 Agustus 2022.
Sutrisno, A., Andajani, E., & Widjaja, F. N. (2019). The effects of service quality on customer satisfaction and loyalty in a logistics company. KnE Social Sciences, 85-92.
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), 64-75.
Tjiptono, F. (2017). Pemasaran jasa: Prinsip, praktik, dan penelitian. Andi.
Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1-10.
Walpole, Ronald E.; “Pengantar Statistika“, edisi ke-3, Penerbit PT. Gramedia Pustaka Utama, Jakarta, 1995.
Widodo, S. M., & Sutopo, J. (2018). Metode Customer Satisfaction Index (CSI) untuk mengetahui pola kepuasan pelanggan pada e-commerce model business to customer. Jurnal Informatika Upgris, 4(1)
Wulanda, N. (2022). Pengaruh Logistics Service Quality Terhadap Kepuasan Konsumen Jasa Kurir Di Kantor POS Palembang. Jurnal Manajemen Bisnis Unbara, 3(1), 78-115.
Zailani, S., Jafarzadeh, S., Iranmanesh, M., Nikbin, D., & Selim, N. I. I. (2018). Halal logistics service quality: conceptual model and empirical evidence. British Food Journal. doi:10.1108/bfj-07- 2017-0412.
Amarin, S., & Wijaksana, T. I. (2021). Pengaruh Kualitas Sistem, Kualitas Informasi, dan Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Pada Pengguna Aplikasi Berrybenka di Kota Bandung). Business Management Analysis Journal (BMAJ), 4(1), 37-52.
Apriyadi, D. (2017). Analisis pengaruh ketepatan waktu, fasilitas dan harga tiket terhadap kepuasan penumpang kereta api di stasiun Purwosari. Magistra, 29(99).
Ariani, D., & Dwiyanto, B. M. (2013). Analisis Pengaruh Supply Chain Management Terhadap Kinerja Perusahaan (Studi Pada Industri Kecil dan Menengah Makanan Olahan Khas Padang Sumatera Barat). Diponegoro Journal of Management, 30-39.
Arikunto, S. (2019). Prosedur Penelitian. Jakarta: Rineka cipta.
Bisnisnews. (2021). 2022 Sektor Logistik Masih Menjanjikan Ini Prediksi dan Analisis SCI. https://bisnisnews.id/detail/berita/2022-sektor-logistik-masih-menjanjikan-ini-prediksi-dan- analisis-sci-- diakses 22 Agustus 2022.
Daryanto dan Setyobudi, I. (2014). Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media.
Dewantoro, D., Aryani, L., & Marzuki, F. (2020, November). Pengaruh Kualitas Pelayanan, Ketepatan Waktu Pengiriman Dan Fasilitas Tracking Sistem Terhadap Kepuasan Pelanggan Jne. In Prosiding BIEMA (Business Management, Economic, and Accounting National Seminar) (Vol. 1, pp. 278-293).
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis: Pearson new international edition. Essex: Pearson Education Limited, 1(2).
Hafizha, S., Abdurrahman and Sri Nuryani, H. 2019. Pengaruh Kualitas Pelayanan, Ketepatan Waktu, Tarif Pengiriman, Dan Fasilitas Kepuasan Pelanggan J&T EXPRESS.Jurnal Manajemen dan Bisnis. 2,1 (Jul.2019). DOI:https://doi.org/10.37673/jmb.v2i1.266.
Hati, S. W., & Juliati, A. (2019). Analisis Pengaruh Logistics Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Perusahan Logistik Jalur Nugraha Ekakurir (JNE). Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis.7(2), 240-249.
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 Journal of Trade, Economics and Finance, 3(4), 113- 117.
Iprize. (2021). Konsumen Indonesia menginginkan pengalaman pengiriman e-commerce yang lebih baik, sebuah survei oleh Parcel Perform membuktikan. https://iprice.co.id/trend/insights/konsumen-indonesia-menginginkan-pengalaman- pengiriman-e-commerce-yang-lebih-baik-sebuah-survei-oleh-parcel-perform-membuktikan/ diakses: 9 Agustus 2022
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.
Jiang Y, Lai P, Chang C-H, Yuen KF, Li S, Wang X. Sustainable Management for Fresh Food E- Commerce Logistics Services. Sustainability. 2021; 13(6):3456. https://doi.org/10.3390/su13063456
Kirono, I., & Hadiwidjojo, D. (2019). Logistics performance collaboration strategy and information sharing with logistics capability as mediator variable (study in Gafeksi East Java Indonesia). International Journal of Quality & Reliability Management. doi:10.1108/ijqrm-11-2017-0246
Kotler, P. (2017). Marketing 4.0: Moving from traditional to digital. John Wiley & Sons.
Kumba, D. (2017). Metodologi penelitian ekonomi dan bisnis.
Lie, G. G. W., & Bernardus, D. (2018). Pengaruh Layanan Dropshipper Terhadap Kepuasan Konsumen End-User Prima.
Lu, C. S., & Lu, C. H. (2011). Logistics service quality: A new way to loyalty. Asia Pacific Journal of Marketing and Logistics, 23(4), 447-472.
Mattila, A. S., & Mount, D. J. (2006). The impact of timeliness on complaint satisfaction in the context of call-centers. Journal of Hospitality & Leisure Marketing, 14(3), 5-16.
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.
Mentzer, J. T., Myers, M. B., & Cheung, M. S. (2004). Global market segmentation for logistics services. Industrial marketing management, 33(1), 15-20.
Oliver, J. 2019. Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan (Studi Kasus Waroeng Spesial Sambal “SS” Purwokerto). Hilos Tensados, 9 (1): 1–476.
Parasuraman, A., Zeithaml, 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.
Ratnasari, R. (2017). Analisis kepuasan konsumen pada produk makanan cepat saji dengan metode importance performance analysis (IPA) di kota Malang. Jurnal Administrasi Bisnis, 53(1), 109- 117.
Saura, I. G., Francés, D. S., Contri, G. B., & Blasco, M. F. (2008). Logistics service quality: a new way to loyalty. Industrial management & data systems.
Sekaran, U., & Bougie, R. (2017). Metode Penelitian untuk Bisnis: Pendekatan Pengembangan Keahlian Edisi 6 Buku 2,Salemba Empat, Jakarta Selatan 12610.
Setijadi. (2018). LPI 2018, Peringkat Indonesia Naik ke Peringkat 46. https://supplychainindonesia.com/lpi-2018-peringkat-indonesia-naik-ke-peringkat-46/ diakses: 9 Agustus 2022.
Siburian, W., & Kartika, L. N. (2021, December). Pengaruh Kualitas Layanan, Persepsi Harga, Dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan Pada J&T Express Di Perawang.. In Prosiding Seminar Nasional Dan Call For Papers Fakultas Ekonomi Universitas Kristen Immanuel (pp. 30-42).
Sugiyono, (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: CV. Alfabeta.
SupplyChainIndonesia, (2018). Pengangkutan Barang di Jalur Pantura. https://supplychainindonesia.com/pengangkutan-barang-di-jalur-pantura/ diakses 17 Agustus 2022.
Sutrisno, A., Andajani, E., & Widjaja, F. N. (2019). The effects of service quality on customer satisfaction and loyalty in a logistics company. KnE Social Sciences, 85-92.
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), 64-75.
Tjiptono, F. (2017). Pemasaran jasa: Prinsip, praktik, dan penelitian. Andi.
Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1-10.
Walpole, Ronald E.; “Pengantar Statistika“, edisi ke-3, Penerbit PT. Gramedia Pustaka Utama, Jakarta, 1995.
Widodo, S. M., & Sutopo, J. (2018). Metode Customer Satisfaction Index (CSI) untuk mengetahui pola kepuasan pelanggan pada e-commerce model business to customer. Jurnal Informatika Upgris, 4(1)
Wulanda, N. (2022). Pengaruh Logistics Service Quality Terhadap Kepuasan Konsumen Jasa Kurir Di Kantor POS Palembang. Jurnal Manajemen Bisnis Unbara, 3(1), 78-115.
Zailani, S., Jafarzadeh, S., Iranmanesh, M., Nikbin, D., & Selim, N. I. I. (2018). Halal logistics service quality: conceptual model and empirical evidence. British Food Journal. doi:10.1108/bfj-07- 2017-0412.
Published
2025-08-07
Section
BIDANG BISNIS DAN EKONOMIKA
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