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All Journal SOSIOHUMANIORA: Jurnal Ilmiah Ilmu Sosial dan Humaniora
Achmad Rizqan
Universitas Muhammadiyah Yogyakarta
Arts Humanities Education

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Supply chain agility, logistics service quality, and customer perceived value in e-commerce delivery: A mediation analysis Achmad Rizqan; Ika Nurul Qamari
SOSIOHUMANIORA: Jurnal Ilmiah Ilmu Sosial dan Humaniora Vol 12 No 2 (2026): SOSIOHUMANIORA: Jurnal Ilmiah Ilmu Sosial dan Humaniora
Publisher : LP2M Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30738/sosio.v12i2.23572

Abstract

E-commerce logistics in Indonesia has grown rapidly, with SPX Express—Shopee's in-house logistics arm—playing an increasingly strategic role in shaping customer experience. While prior studies have examined supply chain agility and logistics service quality (LSQ) separately, few have simultaneously modeled the operational and relational dimensions of LSQ as distinct mediating mechanisms linking supply chain agility to customer perceived value (CPV), particularly in emerging e-commerce markets such as Indonesia. This study examines the influence of e-commerce supply chain agility (ESCA) on CPV, both directly and indirectly, through operational logistics service quality (OLSQ) and relational logistics service quality (RLSQ). A quantitative survey was conducted among SPX Express users in Surabaya, selected through purposive sampling, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). ESCA was found to strengthen both OLSQ and RLSQ, with the relational dimension showing a markedly stronger response than the operational one. However, ESCA did not influence CPV directly; its effect only became meaningful once translated into service quality that customers could actually experience, with both OLSQ and RLSQ fully mediating this relationship—and the relational pathway proving the more dominant of the two. Together, the model accounted for a substantial share of the variation in customer perceived value. These findings suggest that supply chain agility creates customer value not by itself, but through the quality of service experience it enables, particularly its relational dimension.
Co-Authors Qamari, Ika Nurul