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All Journal Publikasi Riset Mahasiswa Manajemen
Dirga Auli Sobari
Sekolah Tinggi Maritim Yogyakarta
Economics, Econometrics & Finance

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Strategi Pelayanan Pelanggan dalam Industri Logistik untuk Meningkatkan Loyalitas Slamet Pamujianto; Salwa Alleysha Syahada; Himawan Aditya Pratama; Vivid Dekanawati; Dirga Auli Sobari
Publikasi Riset Mahasiswa Manajemen Vol 8 No 1 (2026): Publikasi Riset Mahasiswa Manajemen
Publisher : Universitas Multi Data Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35957/prmm.v8i1.16610

Abstract

Importers have become highly dependent on freight forwarders to represent their interests and ensure the smooth flow of the entire supply chain from the sender's door to the recipient's door (door to door). PT KLine Logistics Indonesia is one of the international freight forwarding companies that offers solutions through the door-to-door service method. Operational service quality, satisfaction, and the formation of customer loyalty in the global logistics industry foster customer loyalty. The main objective of this study is to analyze key service elements that provide added value to customers (importers), especially through the implementation of systematic operational procedures and the use of digital technology in door-to-door services at PT KLine Logistics Indonesia. Using the Stimulus-Organism-Response (SOR) theory approach and the Logistics Service Quality (LSQ) dimensions are scientifically proven to be a strong stimulus that influences the psychological condition of importers. The use of the CargoWise and CEISA 4.0 systems can convert into emotional satisfaction before it can generate long-term loyalty. A significant positive relationship between service quality and the intention to reuse services (re-use intention) and the provision of positive recommendations by importers.
Co-Authors dekanawati, vivid Pamujianto, Slamet Pratama, Himawan Aditya Salwa Alleysha Syahada