Consumer Trust In A Web-Based Tracking System At A Jakarta Logistics Company

Authors

  • Euis Saribanon Institut Transportasi dan Logistik Trisakti
  • Sulistya Pribadi Institut Transportasi dan Logistik Trisakti
  • Septiana Adi Ningsih Institut Transportasi dan Logistik Trisakti
  • Anissa Putri Indah Mawarni Institut Transportasi dan Logistik Trisakti

DOI:

https://doi.org/10.54324/j.mbtl.v10i1.1582

Keywords:

Web-based Tracking System, Service Quality, Consumer Satisfaction, Consumer Experience, Consumer Trust

Abstract

This study aims to analyze the relationship between service quality, consumer experience and consumer satisfaction through consumer trust. The population in this study is JNE consumer and the sample size collected was 150 respondents. The sample selection was carried out nonprobability through a questionnaire. Data analysis using the Partial Least Squares (PLS) method. The results of this study indicate that (1) consumer trust has a significant and positive influence on consumer satisfaction. (2) Service quality has a significant and positive influence on consumer trust. (3) service quality has a significant and positive influence on consumer satisfaction. (4) consumer experience has a significant and positive influence on consumer trust. (5) consumer experience has a significant and positive influence on consumer trust. (6) consumer experience has a significant and positive influence on consumer satisfaction. (7) service quality has a significant and positive influence on consumer satisfaction.

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Published

2025-04-05

How to Cite

Saribanon, E., Pribadi, S., Ningsih, S. A., & Mawarni, A. P. I. (2025). Consumer Trust In A Web-Based Tracking System At A Jakarta Logistics Company. Jurnal Manajemen Bisnis Transportasi Dan Logistik, 10(1), 21–29. https://doi.org/10.54324/j.mbtl.v10i1.1582

Issue

Vol. 10 No. 1 (2024): Juni

Section

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