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All Journal Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Ni Made Widhi S
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Analisis Kualitas Layanan Terhadap Kepuasan Pengguna Layanan On Demand Logistics menggunakan Metode Servqual dan IPA (Studi Kasus Pengguna Layanan Lalamove) Sabtina Delanov Cinta Aira Hasny; Ni Made Widhi S; Riza Hadikusuma; Arizal Putra Pratama; Erlyn Rosalina
Seminar Nasional Riset Terapan Vol. 14 No. 01 (2025): SNRT XIV TAHUN 2025
Publisher : Administrasi Niaga Politeknik Negeri Jakarta

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Abstract

The transportation business sector, especially in the on-demand logistics delivery business, is increasing because consumers need fast services. The quality of service of an on-demand logistics delivery company plays an important role in assessing user satisfaction. This study analyzes the quality of service on the satisfaction of Lalamove service users. Data were collected from 100 respondents using nonprobability sampling and purposive sampling techniques with primary data collection using questionnaires and analysis using the Servqual, IPA and SmarPLS version 4.1.1.2 methods. The results of the Servqual method analysis showed that 20 instrument items had negative results (-). The results of the IPA analysis obtained 1 instrument item included in quadrant II. The results of the analysis using SmartPLS tested the influence of variabels partially showing that the variabels tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) had a positive and significant effect on user satisfaction. Meanwhile, simultaneously the user satisfaction variabel is influenced by 59.3% by the variabels tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5). This study provides confirmation that service quality has an important role in shaping user satisfaction of Lalamove service.
Co-Authors Arizal Putra Pratama Erlyn Rosalina Riza Hadikusuma Sabtina Delanov Cinta Aira Hasny