The Effect of Logistic Service Quality on Customer Satisfaction and Loyalty in E-Commerce in Indonesia: A Study on Generation Z in Indonesia
Abstract
This study aims to analyze the influence of logistics service quality on customer satisfaction and loyalty among Generation Z in the Indonesian e-commerce context. Logistics Service Quality (LSQ) is measured through six dimensions: personnel contact quality, timeliness, order condition, order discrepancy handling, operational information sharing, and empathy quality. A quantitative approach using Partial Least Squares – Structural Equation Modeling (PLS-SEM) was applied, with data collected from 155 Generation Z e-commerce users. The findings reveal that all LSQ dimensions significantly affect customer satisfaction, and satisfaction strongly influences customer loyalty (R² = 0.820). These results highlight the critical role of logistics service quality as a key determinant of satisfaction and loyalty among young digital consumers.
Downloads
References
Chen, X., Xu, Y., & Wu, J. (2017). The impact of service recovery on customer satisfaction: A comparison study between e-service and traditional service. Journal of Retailing and Consumer Services, 36, 48–56. https://doi.org/10.1016/j.jretconser.2017.01.005
Gil-Saura, I., Frasquet-Deltoro, M., & Cervera-Taulet, A. (2008). Logistics service quality and buyer–customer relationships: The moderating role of technology in B2B relationships. Journal of Business & Industrial Marketing, 23(7), 497–506. https://doi.org/10.1108/08858620810901229
Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik, dan Aplikasi Menggunakan SmartPLS 3.0. Semarang: Badan Penerbit UNDIP.
Gupta, S., Singh, J., & Ali, I. (2022). Impact of logistics service quality on customer satisfaction in e-commerce: Empirical evidence from India. International Journal of Logistics Management, 33(3), 779–799. https://doi.org/10.1108/IJLM-12-2020-0514
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Sage Publications.
Hati, S. R. H., & Juliati, A. (2019). Pengaruh kualitas pelayanan logistik terhadap loyalitas pelanggan melalui kepuasan pelanggan pada pengguna jasa JNE. Jurnal Administrasi Bisnis, 73(1), 105–112.
Mentzer, J. T., Flint, D. J., & Kent, J. L. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Nugroho, H. A., & Magnadi, R. (2018). Pengaruh kualitas pelayanan logistik terhadap kepuasan dan loyalitas pelanggan pada Harbolnas Shopee. Jurnal Ilmu Manajemen, 6(4), 500–510.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.2307/3150499
Olatokun, W. M., & Ojo, T. A. (2016). Empathy and service quality: A study of selected logistics firms. International Journal of Management, 7(4), 1–9.
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. https://doi.org/10.1177/002224298504900403
Phan, T. T. (2023). The Impact of Logistics Service Quality on Customer Satisfaction in Fresh Food E-commerce. Journal of Business Logistics, 44(2), 149–165. https://doi.org/10.1002/jbl.22345
Pratama, R. P., & Mulyana, A. (2023). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Pelanggan Pengguna Shopee. Jurnal Ilmiah Ekonomi Bisnis, 28(1), 12–20.
Rahmawati, M., & Sugandini, D. (2021). Pengaruh nilai pelanggan dan kepuasan terhadap loyalitas pengguna e-commerce. Jurnal Riset Manajemen dan Bisnis, 16(2), 92–100.
Rashid, M., & Rasheed, M. A. (2024). The Role of Timeliness and Reliability in E-Commerce Logistics: A Study on Young Consumers. Journal of Consumer Behavior, 23(1), 39–52. https://doi.org/10.1002/cb.2123
Rembulan, D., & Firmansyah, R. (2020). Generasi Z dan Loyalitas Merek pada Platform Digital. Jurnal Komunikasi Indonesia, 9(2), 114–125.
Rizal, M. I. (2011). Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan JNE di Kota Bandung. Jurnal Ilmu Manajemen, 9(1), 67–75.
Satryawati, R. (2018). Pengaruh kepuasan pelanggan terhadap loyalitas pengguna jasa pengiriman. Jurnal Manajemen dan Bisnis Indonesia, 7(2), 101–110.
Siber Akıl, B. (2022). The Mediating Role of Customer Satisfaction in the Relationship between Logistics Service Quality and Customer Loyalty. International Journal of Logistics Research and Applications, 25(4), 421–439. https://doi.org/10.1080/13675567.2021.1972585
Sugiyono. (2015). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Uvet, H. (2020). Impact of logistics service quality on customer satisfaction and loyalty: An empirical study in e-commerce context. Journal of Retailing and Consumer Services, 54, 102003. https://doi.org/10.1016/j.jretconser.2019.102003
Venia, A. (2021). Preferensi Konsumen Generasi Z dalam Berbelanja Online. Jurnal Ilmu Sosial dan Humaniora, 10(1), 55–65.
Widyanita, E. (2018). Pengaruh Kualitas Pelayanan Pengiriman terhadap Kepuasan Pelanggan Mahasiswa Pengguna Shopee. Jurnal Ilmu Ekonomi dan Bisnis Islam, 3(1), 84–93.
Zlatkovic, M. (2013). Evaluating logistics service quality from customer perspective: The case of courier delivery services. Logistics and Sustainable Transport, 4(1), 15–24.
Copyright (c) 2025 Masniarara Aziza Balfas Amril, Wahyuningsih Santosa, Triwulandari Satitidjati Dewayana, Atiqa Firani Balfas Amril
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
