Customer Service and Delivery Service Quality of Delivery Service Companies

Irsafanti Rachmi, Edhie Budi Setiawan, Yosi Pahala, Veronica Veronica, Ferdy Trisanto Setiawan

Abstract


The development of goods delivery services could be seen from the growth of service companies’ quantity domestically and abroad. People could determine which delivery services they will use based on their will and the service quality. Freight forwarding companies often experience difficulty in retaining delivery services’ loyal customers. The purpose of the study is to analyze the influence of satisfaction, service quality, and customer’s services on customer’s loyalty of the freight forwarder company. The research technique used the Quantitative approach that the survey data was collected and processed using Structural Equation Modeling (SEM) method of AMOS 22 software. This research used 200 purposive sampling of the company’s customers as respondents. The results show that there is direct and indirect influence of customer’s satisfaction, service quality, and customer’s service on customer’s loyalty. Therefore, the role of service quality and customer’s satisfaction has a significant impact on the business continuity of freight forwarding service companies. It means that the freight forwarding company should maintain the customer’s loyalty optimally by increasing customer’s satisfaction through the quality of service provided to customers in order to build the customer’s loyalty.


Keywords


customer service; delivery service quality; customer satisfaction; customer loyalty; freight forwarder

Full Text:

PDF

References


Afzal, N., & Pakistan, S. (2013). Impact of customer satisfaction and demographic factors on customer’s loyalty in banking sector of Pakistan. Middle East Journal of Scientific Research, 18(5), 721–727. https://doi.org/10.5829/idosi.mejsr.2013.18.5.11749

Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing and Management, 28(7), 833–861. https://doi.org/10.1080/19368623.2019.1568339

Chairul, F. (2021). Ini Kiat Perusahaan Kargo Bertahan dalam Persaingan Jasa Pengiriman Barang. Beritasatu.Com.

Dewi, R. Y., & Yosepha, S. Y. (2020). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Loyalitas Konsumen Pada Jasa Pengiriman J &T Express. Jurnal Inovatif Mahasiswa Manajemen, 1(1), 82–91.

Dilla, S. F., & Ngatno, N. (2020). Pengaruh Harga Dan Experiential Marketing Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Sebagai Variabel Intervening Pada Konsumen General Repair PT Nasmoco Pemuda Semarang. Jurnal Ilmu Administrasi Bisnis, 9(4), 599–608. https://doi.org/10.14710/jiab.2020.28922

Huang, S. T., Bulut, E., & Duru, O. (2019). Service quality evaluation of international freight forwarders: an empirical research in East Asia. Journal of Shipping and Trade, 4(1), 14. https://doi.org/10.1186/s41072-019-0053-6

Javed, S., Rashidin, M. S., & Jian, W. (2021). Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility. Future Business Journal, 7(1), 12. https://doi.org/10.1186/s43093-021-00055-y

Menidjel, C., Benhabib, A., & Bilgihan, A. (2017). Examining the moderating role of personality traits in the relationship between brand trust and brand loyalty. Journal of Product and Brand Management, 26(6), 631–649. https://doi.org/10.1108/JPBM-05-2016-1163

Metz, D., Ilieş, L., & Nistor, R. L. (2020). The impact of organizational culture on customer service effectiveness from a sustainability perspective. Sustainability (Switzerland), 12(15), 6240. https://doi.org/10.3390/SU12156240

Nugroho, A. W., & Sudaryanto, B. (2013). Pengaruh kinerja layanan, kepercayaan dan kepuasan terhadap loyalitas konsumen dalam menggunakan jasa pengiriman barang. Diponegoro Journal Of Management, 2(3), 1–9.

Painter, L. (2023). Customer loyalty: A guide to types and strategies. Zendesk.

Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland), 11(4), 1113. https://doi.org/10.3390/su11041113

Putra, E. Y., Ng, D., Wilson, J., Alvina, J., & Ng, S. (2022). Peningkatan Pelayanan Pelanggan Dan Promosi Umkm La Sano Life Untuk Meningkatkan Kepuasan Pelanggan Dan Angka Penjualan. Abdi Wina Jurnal Pengabdian Kepada Masyarakat, 2(1), 31. https://doi.org/10.58300/abdiwina.v2i1.257

Risnawati, H., Sumarga, H. E., & Purwanto, S. (2019). the Effect of Service Quality Prices and Location of Companies To Customer Satisfaction Implications on Customer Loyalty. International Review of Management and Marketing, 9(6), 38–43. https://doi.org/10.32479/irmm.8736

Rizaty, M. A. (2022). Perusahaan Jasa Ekspedisi dengan Aduan Konsumen Terbanyak (Issue h, pp. 1–1). Datapublish.

Rosmadi, M. L. nara, & Romdonny, J. (2019). Factors Affecting Customer Loyalty in Products. Budapest International Research and Critics Institute (BIRCI-Journal) : Humanities and Social Sciences, 2(1). https://doi.org/10.33258/birci.v2i1.201

Sireci, S., & Doğan, N. (2017). Interview with Stephen G. Sireci on Validity. Eğitimde ve Psikolojide Ölçme ve DEğerlendirme, 8, 158–168.

Skiba, S., & Karas, A. (2022). The Changing Role of a Freight Forwarder in Modern Supply Chains. European Research Studies Journal, XXV(Issue 1), 341–351. https://doi.org/10.35808/ersj/2856

Solihin, D. (2020). Pengaruh Kepercayaan Pelanggan Dan Promosi Terhadap Keputusan Pembelian Konsumen Pada Online Shop Mikaylaku Dengan Minat Beli Sebagai Variabel Intervening. Jurnal Mandiri : Ilmu Pengetahuan, Seni, Dan Teknologi, 4(1), 38–51. https://doi.org/10.33753/mandiri.v4i1.99

Sudaryono. (2016). Manajemen Pemasaran : Teori & Implementasi. Andi.

Tsana Zafira. (2021). COVID-19 Menjadi Sumber Keberuntungan bagi Jasa Pengiriman Barang. Viva.Co.Id.

Vásquez-Párraga, A. Z., Sahagún, M. Á., & Escobedo, P. J. (2014). Customer store loyalty: Process, explanation chain, and moderating factors. In Handbook of Research on Retailer-Consumer Relationship Development (pp. 70–85). IGI Global. https://doi.org/10.4018/978-1-4666-6074-8.ch005




DOI: http://dx.doi.org/10.54324/j.mtl.v11i2.1384

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Irsafanti Rachmi, Edhie Budi Setiawan, Yosi Pahala, Veronica Veronica, Ferdy Trisanto Setiawan

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

 Creative Commons Licence

Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) is licensed under a  Creative Commons Attribution-NonCommercial 4.0 International License.

View My Stats