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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Ilmu Manajemen Terapan (JIMT)
Veronica Veronica
Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence of Service Quality and Security on Customer Loyalty Through Customer Satisfaction (a case at Lalamove) Marthaleina Ruminda; Veronica Veronica; Arya Maulana Azitama
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 6 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Juli - Agustus 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i6.8535

Abstract

The purpose of this study is to determine the effect of service quality, and security on customer loyalty with customer satisfaction as a mediation tool. In this study, questionnaires are used to collect data focused on Lalamove users in DKI Jakarta using quantitative approaches. A basic random sampling procedure is used to acquire a sample of 133 respondents. Samples were obtained using purposive sampling techniques and data analysis using Structural Equation Modelling (SEM). The independent variables used are service quality and security, and the dependent variables are customer loyalty and customer satisfaction as intervening variables. This demonstrates that through consumer pleasure, there is a noteworthy and positive association among the independent variables of service quality and security and customer loyalty as variables dependent. This research revealed that customer satisfaction exerts a substantial positive influence on customer loyalty, emphasizing that contented customers are more inclined to maintain their loyalty to the company.
The Role of Supply Chain Integration in Mediating the Effect of IT Ambidexterity on Supply Chain Resilience in Logistics Service Providers in Indonesia Sekar Widyastuti Pratiwi; Apsada Juhri; Siska Amonalisa Silalahi; Veronica Veronica; Wahyu Poncotoyo
Jurnal Ilmu Manajemen Terapan Vol. 7 No. 6 (2026): Jurnal Ilmu Manajemen Terapan (Juli - Agustus 2026)
Publisher : Dinasti Review Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jimt.v7i6.9287

Abstract

Achieving supply chain resilience in the logistics sector demands a nuanced understanding of how digital capabilities translate into operational robustness. This study examines the mediating function of Supply Chain Integration (SCI) in the relationship between IT Ambidexterity (ITA) and Supply Chain Resilience (SCR) within Indonesian logistics service providers. Drawing on survey responses from 91 members of ASPERINDO Jakarta and employing Partial Least Square Structural Equation Modeling (PLS-SEM), the findings reveal that ITA exerts a positive and significant influence on both SCI and SCR. More critically, SCI emerges as a meaningful intermediary through which the resilience-enhancing properties of IT capabilities are channeled to supply chain partners. These results advance the understanding that digital balance — the simultaneous refinement of existing IT assets and pursuit of new technological frontiers - generates the inter-organizational connectivity that fortifies supply chains against disruption. The findings carry practical significance for logistics firms navigating Indonesia’s complex regulatory and infrastructure landscape, suggesting that strategic IT investment should be oriented toward enabling integration rather than mere operational automation.
Pengaruh Logistics Service Quality dan On-time Delivery terhadap Customer Loyalty melalui Customer Satisfaction (Studi Pada PT Magenta Media) Rafif Assyari; Muhammad Iqbal Firdaus; Siti Maemunah; Okin Ringan Purba; Veronica Veronica
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 2 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (November-Desember 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i2.6842

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Logistics Service Quality dan On-time Delivery terhadap Customer Loyalty, dengan Customer Satisfaction sebagai variabel mediasi, di Gudang PT Magenta Media. Fenomena yang melatar belakangi penelitian ini adalah adanya keluhan pelanggan terkait keterlambatan pengiriman, ketidaksesuaian barang, hingga respons pelayanan yang kurang optimal, yang berdampak pada kepuasan dan loyalitas pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik purposive sampling kepada 150 responden yang merupakan pelanggan PT Magenta Media. Instrumen pengumpulan data berupa kuesioner menggunakan skala Likert. Analisis data dilakukan dengan metode Structural Equation Modeling (SEM) berbasis Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa Logistics Service Quality dan On-time Delivery berpengaruh signifikan terhadap Customer Satisfaction dan Customer Loyalty, baik secara langsung maupun tidak langsung melalui variabel mediasi. Customer Satisfaction terbukti memediasi hubungan antara Logistics Service Quality dan On-time Delivery terhadap Customer Loyalty. Implikasi dari penelitian ini memberikan masukan bagi manajemen perusahaan untuk memperkuat kualitas layanan logistik dan memastikan ketepatan waktu pengiriman sebagai strategi dalam membangun kepuasan dan loyalitas pelanggan secara berkelanjutan.
Co-Authors Apsada Juhri Arya Maulana Azitama Marthaleina Ruminda Sitorus Muhammad Iqbal Firdaus Okin Ringan Purba Rafif Assyari Sekar Widyastuti Pratiwi Siska Amonalisa Silalahi Siti Maemunah Wahyu Poncotoyo