Model Logistic Service Quality Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Dengan Menggunakan Metode Stuctural Equation Modelling Pada Kantor POS Kotabumi
Article Sidebar
Published:
Dec 22, 2023
Keywords:
Logistic Service Quality, Struktur Equation Modelling, Kepuasan Pelanggan, Loyalitas Pelanggan
Main Article Content
Abstract
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas layanan logistik terhadap kepuasan dan loyalitas pelanggan, juga evaluasi untuk meningkatkan kualitas pelayanan di bidang jasa logistik. Dalam penelitian ini jumlah sampel sebanyak 100 responden. Pengumpulan data dilakukan dengan wawancara, dan kuisioner. Pengolahan data, dilakukan dengan uji validitas dan realialitas dikatakan valid jika r-hitung > r-tabel. Kemudian dilakukan uji reliabilitas data kuesioner menggunakan Cronbach's Alpha. Dari hasil pengolahan data, maka dapat ditarik kesimpulan, bahwa: Logistic Service Quality berpengaruh signifikan terhadap kepuasan pelanggan hal ini dapat dibuktikan dengan nilai p-value dari kepuasan pelanggan yaitu sebesar 0,000 lebih kecil dari nilai 0,05, selain itu Logistic Service Quality juga memiliki pengaruh yang signifikan terhadap loyalitas pelanggan hal ini dapat dibuktikan dengan nilai p-value dari loyalias pelanggan yaitu sebesar 0,0001 lebih kecil dari nilai 0,05 . Berdasarkan urutan prioritas dengan melihat nilai loading factor terbesar yang didapatkan dari Structural Equation Modeling. Jenis layanan yang dapat diperbaiki dan disarankan peneliti kepada perusahaan untuk meningkatkan kinerjanya yaitu: Indikator OP4 “saya dapat melakukan transaksi pebayaran menggunakan uang tunai, kartu debit, atau melalui aplikasi seperti (Pospay,OVO,Go-pay, dll)”. Indikator OP3 “selain dikantor pos saya dapat melakukan pengiriman paket dirumah dengan menggunakan media telepon, aplikasi, dan website”. Indikator OP1 “prosedur pemesanan layanan pengiriman paket sangat mudah”. Indikator OC1 “kondisi kiriman paket tidak terjadi kerusakan”. Indikator T1 “pengiriman paket tepat waktu”.
Article Details
How to Cite
Kumala Dewi, N., Ariffien, A., & Dwi Sparingga, E. (2023). Model Logistic Service Quality Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Dengan Menggunakan Metode Stuctural Equation Modelling Pada Kantor POS Kotabumi. Jurnal Informasi Dan Teknologi, 5(4), 204-209. https://doi.org/10.60083/jidt.v5i4.440
Issue
Section
Articles
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
[1] Freddy, Rangkuti, “Teknik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan,” Jakarta: PT Gramedia Pustaka Utama, 2006.
[2] Mardiah, A. (2019). The Influence Of Store Layout, Interior Display, And Human Variable Related To Shopping Orientation At Matahari Basko Grand Mall Padang. Jurnal Ecogen, 2(1), 27-33.
[3] Sudirjo, F., Syamsuri, H., Mardiah, A., Widarman, A., & Novita, Y. (2023). Analysis of The Influence of Customer Perceived Benefit, Ease of Use and Sales Promotion on The Decision to Use Digital Wallets for Shopeepay Customers. Jurnal Sistim Informasi dan Teknologi, 63-68.
[4] Budiarto, B. W., Haes, P. E., Nawarcono, W., Mardiah, A., & Apriyono, T. (2023). The Influence Of E-Customer Satisfaction, E-Service Quality And Sales Promotion On E-Customer Loyalty Of Tokopedia Customers. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2472-2479.
[5] Bilgies, A. F., Tawil, M. R., Mardiah, A., & Arief, I. (2023). Analysis of The Influence of Online Consumer Reviews, Seasonal Digital Advertising and Celebrity Endorsers on Repurchase Intention of E-Commerce Consumers. Jurnal Informasi dan Teknologi, 26-32.
[6] Ariawan, J., Tarigan, B. A., Mardiah, A., & Siahaan, F. S. (2023). Analysis of The Influence of Burnout, Job Satisfaction and Organizational Commitment on Turnover Intention of Electronic Manufacturer Employees in Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(5), 2016-2020.
[7] Violin, V., Hasan, S., & Sufri, M. (2022). Pengaruh Konsep Low-Cost Carrier dan Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan pada Maskapai Lion Airlines di Indonesia. Journal of Management Science (JMS), 3(1), 150-160.
[8] Violin, V. (2019). PENGARUH HARGA POKOK PRODUKSI TERHADAP VOLUME PENJUALAN PADA PT. SEMEN BOSOWA MAROS. Jurnal Bisnis dan Kewirausahaan, 8(2).
[9] Gumiarti, Anita, “Penerapan Metode Structural Equation Modeling Pada Analisis Tingkat Kepuasan Mahasiswa FMIPA UII Tahun 2018,” Yogyakarta: Universitas Islam Indonesia, 2018.
[10] Solehati, A., Mustafa, F., Hendrayani, E., Setyawati, K., Kusnadi, I. H., Suyoto, Y. T., & Tannady, H. (2022). Analisis Pengaruh Store Atmosphere dan Service Quality Terhadap Brand Preference (Studi Kasus Pelanggan Gerai Ritel Kopi di DKI Jakarta). Jurnal Kewarganegaraan, 6(2), 5146-5147.
[11] Hyun Mi Jang, Peter B. Marlow, Kyriaki Mitroussi, “The Effect of Logistics Service Quality on Customer Loyalty through Relationship Quality in the Container Shipping Context,” Transp. J, vol. 52, pp. 493, 2013, https://doi.org/10.5325/transportationj.52.4.0493.
[12] Sunarso, B., & Mustafa, F. (2023). Analysing the Role of Visual Content in Increasing Attraction and Conversion in MSME Digital Marketing. Journal of Contemporary Administration and Management (ADMAN), 1(3), 193-200.
[13] Mustafa, M. Y., Mustafa, F., Mustafa, R., & Mustafa, R. (2018). Japanese enterprises role on SMEs development in Indonesia: inside tobiko export and import. Hasanuddin Economics and Business Review, 2(2), 83-95.
[14] Sudirjo, F., Mustafa, F., Astuti, E. D., Tawil, M. R., & Putra, A. S. B. (2023). Analysis Of The Influence Of Hedonic Motivation, Digital Devices Ease Of Use Perception, Benefits Of Digital Technology And Digital Promotion On Intention To Use Of Digital Wallets Consumers. Jurnal Informasi Dan Teknologi, 33-38.
[15] Angreyani, A. D., Akbar, A., Haeruddin, M., Mustafa, M., & Mustafa, F. (2023). The Phantom Menace: A Moderation Analysis of Gender on MSMEs’ Financial Literacy and Financial Performance. Asian Research Journal of Arts & Social Sciences, 21(2), 48-55.
[16] Fitri, S., Wardana, Y. F. W., Mustafa, F., Sari, E. N., & Arief, I. (2023). Analysis of The Influence of Online Purchase Decisions, Digital Perceive Value of Quality and Digital Viral Marketing on Consumer Satisfaction of Skincare Products. Jurnal Informasi dan Teknologi, 148-152.
[17] Dharta, F. Y., & Chaerudin, D. R. (2023, June). Using Digital Marketing Communications to Boost SMEs’ Local Economic Growth in Karawang Regency. In ICEMBA 2022: Proceedings of the International Conference on Economic, Management, Business and Accounting, ICEMBA 2022, 17 December 2022, Tanjungpinang, Riau Islands, Indonesia (p. 101). European Alliance for Innovation.
[18] Dharta, F. Y., Prasetyo, H., & Dema, Y. (2021). Influence of attitude on online impulse buying: perspective on marketing communication. Jurnal Studi Komunikasi, 5(3), 729-745.
[19] Hos, J., Kusujiarti, S., Jumintono, Upe, A., Arsyad, M., Hasniah, ... & Natanson, J. (2022). Conflict Management in Multiethnic Communities: a Case Study in Southeast Sulawesi, Indonesia. Journal of International Migration and Integration, 23(4), 1963-1985.
[20] Nursanti, S., Dharta, F. Y., Chaerudin, C., Syam, S. P., & Purnama, R. N. (2022). Generation z's perceptions of health information about the Covid-19. Jurnal Studi Komunikasi, 6(2), 587-602.
[21] Siswanto, A., Pratiwi, R., Rokhmawati, D., & Dharta, F. Y. (2023). Analysis Of Determinant Factors Employee Performance Of Directorate General Of Intellectual Property Rights Republic Of Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2493-2498.
[22] Turyadi, I., Zulkifli, Z., Tawil, M. R., Ali, H., & Sadikin, A. (2023). The Role Of Digital Leadership In Organizations To Improve Employee Performance And Business Success. Jurnal Ekonomi, 12(02), 1671-1677.
[23] Suriadi, S., Rafid, M., Zulkifli, Z., Abdurohim, A., & Damirah, D. (2023). The Influence of Organizational Culture, Work Environment and Work Discipline on Job Satisfaction of Teachers at Boarding School. Journal on Education, 5(4), 14777-14781.
[24] Aziz, F., Mayasari, N., Sabhan, S., Zulkifli, Z., & Yasin, M. F. (2022). The Future of Human Rights in the Digital Age: Indonesian Perspectives and Challenges. Journal of Digital Law and Policy, 2(1), 29-40.
[25] Sutrisno, S., Wulandari, W., Violin, V., Supriyadi, A., & Tawil, M. R. (2023). Prioritization of the Best Online Platform for MSMEs Using Simple Additive Weighting Method. Journal on Education, 5(3), 10265-10275.
[26] Violin, V. (2022). Influence Leadership, Competence and Motivation To Performance Employee Service Health Regency Bay Bintuni West Papua Province. J. Adm. J. Pemikir. Ilm. dan Pendidik. Adm. Perkantoran, 9(2), 305-310.
[27] Japarianto, Edwin, “Pengaruh Logistics Service Quality Terhadap Customer Retention Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Industri Ekspedisi Laut di Surabaya,” Surabaya: Universitas Kristen Petra, 2018.
[28] Juliati, S. W. H. A, “Analisis Pengaruh Logistics Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Perusahan Logistik Jalur Nugraha Ekakurir (JNE),” Batam: Politeknik Negeri Batam, 2019.
[29] Lehtinen, Uolevi, dan Jarmo R Lehtinen, “Service Quality: A Study of Quality Dimensions. Working Paper Service Managemen Institute,” Helsinki, 1983.
[30] Tjiptono, Fandy, “Prinsip-prinsip Total Quality Service,” Yogyakarta: Andi, 2005.
[2] Mardiah, A. (2019). The Influence Of Store Layout, Interior Display, And Human Variable Related To Shopping Orientation At Matahari Basko Grand Mall Padang. Jurnal Ecogen, 2(1), 27-33.
[3] Sudirjo, F., Syamsuri, H., Mardiah, A., Widarman, A., & Novita, Y. (2023). Analysis of The Influence of Customer Perceived Benefit, Ease of Use and Sales Promotion on The Decision to Use Digital Wallets for Shopeepay Customers. Jurnal Sistim Informasi dan Teknologi, 63-68.
[4] Budiarto, B. W., Haes, P. E., Nawarcono, W., Mardiah, A., & Apriyono, T. (2023). The Influence Of E-Customer Satisfaction, E-Service Quality And Sales Promotion On E-Customer Loyalty Of Tokopedia Customers. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2472-2479.
[5] Bilgies, A. F., Tawil, M. R., Mardiah, A., & Arief, I. (2023). Analysis of The Influence of Online Consumer Reviews, Seasonal Digital Advertising and Celebrity Endorsers on Repurchase Intention of E-Commerce Consumers. Jurnal Informasi dan Teknologi, 26-32.
[6] Ariawan, J., Tarigan, B. A., Mardiah, A., & Siahaan, F. S. (2023). Analysis of The Influence of Burnout, Job Satisfaction and Organizational Commitment on Turnover Intention of Electronic Manufacturer Employees in Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(5), 2016-2020.
[7] Violin, V., Hasan, S., & Sufri, M. (2022). Pengaruh Konsep Low-Cost Carrier dan Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan pada Maskapai Lion Airlines di Indonesia. Journal of Management Science (JMS), 3(1), 150-160.
[8] Violin, V. (2019). PENGARUH HARGA POKOK PRODUKSI TERHADAP VOLUME PENJUALAN PADA PT. SEMEN BOSOWA MAROS. Jurnal Bisnis dan Kewirausahaan, 8(2).
[9] Gumiarti, Anita, “Penerapan Metode Structural Equation Modeling Pada Analisis Tingkat Kepuasan Mahasiswa FMIPA UII Tahun 2018,” Yogyakarta: Universitas Islam Indonesia, 2018.
[10] Solehati, A., Mustafa, F., Hendrayani, E., Setyawati, K., Kusnadi, I. H., Suyoto, Y. T., & Tannady, H. (2022). Analisis Pengaruh Store Atmosphere dan Service Quality Terhadap Brand Preference (Studi Kasus Pelanggan Gerai Ritel Kopi di DKI Jakarta). Jurnal Kewarganegaraan, 6(2), 5146-5147.
[11] Hyun Mi Jang, Peter B. Marlow, Kyriaki Mitroussi, “The Effect of Logistics Service Quality on Customer Loyalty through Relationship Quality in the Container Shipping Context,” Transp. J, vol. 52, pp. 493, 2013, https://doi.org/10.5325/transportationj.52.4.0493.
[12] Sunarso, B., & Mustafa, F. (2023). Analysing the Role of Visual Content in Increasing Attraction and Conversion in MSME Digital Marketing. Journal of Contemporary Administration and Management (ADMAN), 1(3), 193-200.
[13] Mustafa, M. Y., Mustafa, F., Mustafa, R., & Mustafa, R. (2018). Japanese enterprises role on SMEs development in Indonesia: inside tobiko export and import. Hasanuddin Economics and Business Review, 2(2), 83-95.
[14] Sudirjo, F., Mustafa, F., Astuti, E. D., Tawil, M. R., & Putra, A. S. B. (2023). Analysis Of The Influence Of Hedonic Motivation, Digital Devices Ease Of Use Perception, Benefits Of Digital Technology And Digital Promotion On Intention To Use Of Digital Wallets Consumers. Jurnal Informasi Dan Teknologi, 33-38.
[15] Angreyani, A. D., Akbar, A., Haeruddin, M., Mustafa, M., & Mustafa, F. (2023). The Phantom Menace: A Moderation Analysis of Gender on MSMEs’ Financial Literacy and Financial Performance. Asian Research Journal of Arts & Social Sciences, 21(2), 48-55.
[16] Fitri, S., Wardana, Y. F. W., Mustafa, F., Sari, E. N., & Arief, I. (2023). Analysis of The Influence of Online Purchase Decisions, Digital Perceive Value of Quality and Digital Viral Marketing on Consumer Satisfaction of Skincare Products. Jurnal Informasi dan Teknologi, 148-152.
[17] Dharta, F. Y., & Chaerudin, D. R. (2023, June). Using Digital Marketing Communications to Boost SMEs’ Local Economic Growth in Karawang Regency. In ICEMBA 2022: Proceedings of the International Conference on Economic, Management, Business and Accounting, ICEMBA 2022, 17 December 2022, Tanjungpinang, Riau Islands, Indonesia (p. 101). European Alliance for Innovation.
[18] Dharta, F. Y., Prasetyo, H., & Dema, Y. (2021). Influence of attitude on online impulse buying: perspective on marketing communication. Jurnal Studi Komunikasi, 5(3), 729-745.
[19] Hos, J., Kusujiarti, S., Jumintono, Upe, A., Arsyad, M., Hasniah, ... & Natanson, J. (2022). Conflict Management in Multiethnic Communities: a Case Study in Southeast Sulawesi, Indonesia. Journal of International Migration and Integration, 23(4), 1963-1985.
[20] Nursanti, S., Dharta, F. Y., Chaerudin, C., Syam, S. P., & Purnama, R. N. (2022). Generation z's perceptions of health information about the Covid-19. Jurnal Studi Komunikasi, 6(2), 587-602.
[21] Siswanto, A., Pratiwi, R., Rokhmawati, D., & Dharta, F. Y. (2023). Analysis Of Determinant Factors Employee Performance Of Directorate General Of Intellectual Property Rights Republic Of Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2493-2498.
[22] Turyadi, I., Zulkifli, Z., Tawil, M. R., Ali, H., & Sadikin, A. (2023). The Role Of Digital Leadership In Organizations To Improve Employee Performance And Business Success. Jurnal Ekonomi, 12(02), 1671-1677.
[23] Suriadi, S., Rafid, M., Zulkifli, Z., Abdurohim, A., & Damirah, D. (2023). The Influence of Organizational Culture, Work Environment and Work Discipline on Job Satisfaction of Teachers at Boarding School. Journal on Education, 5(4), 14777-14781.
[24] Aziz, F., Mayasari, N., Sabhan, S., Zulkifli, Z., & Yasin, M. F. (2022). The Future of Human Rights in the Digital Age: Indonesian Perspectives and Challenges. Journal of Digital Law and Policy, 2(1), 29-40.
[25] Sutrisno, S., Wulandari, W., Violin, V., Supriyadi, A., & Tawil, M. R. (2023). Prioritization of the Best Online Platform for MSMEs Using Simple Additive Weighting Method. Journal on Education, 5(3), 10265-10275.
[26] Violin, V. (2022). Influence Leadership, Competence and Motivation To Performance Employee Service Health Regency Bay Bintuni West Papua Province. J. Adm. J. Pemikir. Ilm. dan Pendidik. Adm. Perkantoran, 9(2), 305-310.
[27] Japarianto, Edwin, “Pengaruh Logistics Service Quality Terhadap Customer Retention Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Industri Ekspedisi Laut di Surabaya,” Surabaya: Universitas Kristen Petra, 2018.
[28] Juliati, S. W. H. A, “Analisis Pengaruh Logistics Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Perusahan Logistik Jalur Nugraha Ekakurir (JNE),” Batam: Politeknik Negeri Batam, 2019.
[29] Lehtinen, Uolevi, dan Jarmo R Lehtinen, “Service Quality: A Study of Quality Dimensions. Working Paper Service Managemen Institute,” Helsinki, 1983.
[30] Tjiptono, Fandy, “Prinsip-prinsip Total Quality Service,” Yogyakarta: Andi, 2005.