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All Journal Siber Journal of Transportation and Logistics
M. Alhadi Aprizani
Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Determinants of Customer Satisfaction in Pos Kilat Khusus Services at PT Pos Indonesia Bengkulu Main Branch through Last Mile Delivery Performance M. Alhadi Aprizani; Melia Eka Lestiani; Maniah Maniah
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1107

Abstract

This study examines the effects of Packaging, Pickup Service, and Transportation on Customer Satisfaction through Last Mile Delivery Performance at PT Pos Indonesia Bengkulu Main Branch. A quantitative approach employing Structural Equation Modeling–Partial Least Squares (SEM-PLS) was adopted. Data were collected from 119 customers selected using purposive sampling. The findings reveal that Packaging positively affects Last Mile Delivery Performance (β = 0.310, t = 4.200, p < 0.001) and Customer Satisfaction (β = 0.283, t = 3.843, p < 0.001). Pickup Service positively influences Last Mile Delivery Performance (β = 0.262, t = 3.273, p = 0.001) and Customer Satisfaction (β = 0.205, t = 2.627, p = 0.009). Transportation also has significant positive effects on Last Mile Delivery Performance (β = 0.258, t = 4.059, p < 0.001) and Customer Satisfaction (β = 0.197, t = 2.854, p = 0.004). Furthermore, Last Mile Delivery Performance significantly affects Customer Satisfaction (β = 0.294, t = 3.731, p < 0.001) and partially mediates the effects of Packaging (β = 0.091, t = 2.411, p = 0.016), Pickup Service (β = 0.077, t = 2.608, p = 0.009), and Transportation (β = 0.076, t = 2.726, p = 0.007) on Customer Satisfaction. These findings highlight the strategic role of integrated logistics operations in enhancing customer satisfaction.
Co-Authors Maniah Maniah Melia Eka Lestiani