Ramadhan, Muhammad Anugrah and Andriani Kusumawati, S.Sos., M.Si, DBA. (2021) Pengaruh Logistics Service Quality Terhadap Customer Satisfaction Serta Dampaknya Terhadap Customer Loyalty (Survei Pada Umkm Pengguna Aplikasi Paxel Same Day Delivery Di Kota Bogor). Sarjana thesis, Universitas Brawijaya.
Abstract
Kebutuhan akan layanan Same Day Delivery (SDD) terus meningkat seiring dengan pertumbuhan Usaha Mikro Kecil dan Menengah (UMKM) di Indonesia. Pertumbuhan UMKM yang menjual produk cold/frozen food membuat mereka membutuhkan arus barang cepat sampai pada pelanggan untuk menjaga kualitas produk mereka tetap baik. Paxel sebagai jasa logistik baru dalam industri logistik menawarkan layanan same day delivery hingga ke seluruh Indonesia dengan ongkos kirim flat. Penelitian ini bertujuan untuk meneliti apakah ada pengaruh dari kualitas layanan logistik Paxel terhadap kepuasan pelanggan serta dampaknya terhadap loyalitas pelanggan. Jenis penelitian yang digunakan adalah explanatory research dengan pendekatan kuantitatif. Variabel yang digunakan pada penelitian ini adalah Logistics Service Quality, Customer Satisfaction, dan Customer Loyalty. Populasi dalam penelitian ini adalah pemilik dan pengelola UMKM di Kota Bogor yang menggunakan aplikasi Paxel Same Day Delivery. Penentuan jumlah responden pada penelitian ini menggunakan purposive sampling. Penelitian ini berbentuk survei online dengan menyebarkan kuesioner online kepada 116 responden UMKM pengguna aplikasi Paxel di Kota Bogor. Teknik analisis data yang digunakan adalah analisis deskriptif dan analisis jalur atau path analysis. Hasil penelitian menunjukkan bahwa Logistics Service Quality berpengaruh secara signifikan terhadap Customer Satisfaction, Logistics Service Quality berpengaruh secara signifikan terhadap Customer Loyalty, dan Customer Satisfaction berpengaruh secara signifikan terhadap Customer Loyalty. Lebih lanjut lagi, dalam hasil penelitian dapat ditemukan bahwa Customer Satisfaction berhasil memediasi hubungan antara Logistics Service Quality dengan Customer Loyalty. Berdasarkan hasil penelitian, Paxel kota Bogor disarankan untuk meningkatkan penanganan produk yang salah kirim agar dapat meningkatkan kualitas layanan logistik dan memenuhi kapasitas logistik UMKM di Kota Bogor dalam mengirim barang kepada pelanggan mereka
English Abstract
The need for Same Day Delivery (SDD) services continues to increase along with the growth of Micro Small and Medium Enterprises (MSMEs) in Indonesia. The growth of MSMEs in Indonesia that sell cold/frozen food products makes them need to have a fast flow of goods distribution to customers to maintain the quality of their products. Paxel, as a new logistics service in logistics industry, offers same day delivery services throughout Indonesia with flat shipping costs. This study aims to identify whether there is an influence of Paxels logistics service quality on customer satisfaction and its impact on customer loyalty. This study used explanatory research with a quantitative approach. Variables used in this study are Logistics Service Quality, Customer Satisfaction, and Customer Loyalty. The study population were the owners and managers of MSMEs in Bogor City who use Paxel Same Day Delivery mobile application. Purposive sampling is used to determine the number of respondents in this study. The data were collected through an online survey by distributing online questionnaires to 116 respondents of MSMEs who use Paxel in Bogor City. The data analysis technique used is descriptive analysis and path analysis. The results showed that Logistics Service Quality had a significant effect on Customer Satisfaction, Logistics Service Quality had a significant effect on Customer Loyalty, and Customer Satisfaction had a significant effect on Customer Loyalty. Furthermore, the results of the study found that Customer Satisfaction succeed in mediating the correlation between Logistics Service Quality and Customer Loyalty. Based on the results of the study, Paxel Bogor City is suggested to improve services for handling order discrepancy. Therefore, it will advance the quality of logistics services and the capability of the MSMEs of Bogor City in sending their products to consumers.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0521030167 |
| Uncontrolled Keywords: | Logistics Service Quality, Customer Satisfaction, Customer Loyalty, Same Day Delivery.,Logistics Service Quality, Customer Satisfaction, Customer Loyalty, Same Day Delivery |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Unnamed user with username nova |
| Date Deposited: | 10 Feb 2022 03:42 |
| Last Modified: | 17 Oct 2024 06:55 |
| URI: | http://repository.ub.ac.id/id/eprint/189665 |
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