Pengaruh Logistics Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Industri Ritel di Indonesia

Abstract

Abstract—The service industry sector has great potential for increasing economic growth, in which this sector can contribute to improving national GDP, job creation, and poverty reduction. This study aims to determine and analyze the effect of Logistics Service Quality on Customer Satisfaction and Customer Loyalty at Matahari Department Store. Data processing was done using a quantitative approach and this type of research is causal research. The variables used in this study were logistics service quality, customer satisfaction, and customer loyalty. The data analysis technique used was Multiple Linear Regression using the SPSS 18.0 for window program. This study used a sample of respondents who have shopped online at Matahari Department Store at least once a year with a total sample of 200 respondents. The results of this study indicate the influence of Logistics Service Quality on Customer Satisfaction and Customer Loyalty at Matahari Department Store.

 Keywords: Logistics service quality, customer satisfaction, customer loyalty

Abstrak— Sektor industri jasa memiliki potensi besar untuk meningkatan pertumbuhan ekonomi dan dapat berkontribusi terhadap peningkatan PDB nasional, penciptaan lapangan kerja, dan pengurangan kemiskinan. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh Logistics Service Quality terhadap Customer Satisfaction dan Customer Loyalty pada Matahari Department Store. Pengolahan data dilakukan dengan menggunakan pendekatan kuantitatif dan jenis penelitian ini adalah penelitian kausal. Variabel yang digunakan dalam penelitian ini yaitu logistics service quality, customer satisfaction, dan customer loyalty. Teknis analisis data yang digunakan adalah Regresi Linear Berganda dengan menggunakan program SPSS 18.0 for window. Penelitian ini menggunakan sampel berupa responden yang pernah berbelanja online di Matahari Department Store minimal 1 kali dalam setahun dengan jumlah sampel yang digunakan dalam penelitian ini adalah 200 responden. Hasil penelitian ini menunjukkan adanya pengaruh Logistics Service Quality terhadap Customer Satisfaction dan Customer Loyalty pada Matahari Department Store.

Kata kunci: Logistics service quality, customer satisfaction, customer loyalty