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Efendi, Efendi
Sekolah Tinggi Ilmu Ekonomi (STIE) Sultan Agung
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Mathematics Public Health Social Sciences Other

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Strategies for developing competitive advantage to increase customer satisfaction in the logistics business in Indonesia Mhd Ramadhan; Efendi Efendi; Robert Tua Siregar; Randika Saragih; Agus Siswanto
Economic: Journal Economic and Business Vol. 5 No. 2 (2026): ECONOMIC: Journal Economic and Business
Publisher : Lembaga Riset Mutiara Akbar (LARISMA)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56495/ejeb.v5i2.1573

Abstract

This study aims to analyze competitive advantage development strategies to improve customer satisfaction in the logistics business in Indonesia. Increasingly fierce competition demands logistics companies to be able to create superior value through service quality and customer value. This study uses a quantitative approach with a survey method of logistics service users, with data collection through an online questionnaire. The variables studied include service quality, customer value, competitive advantage, and customer satisfaction. Data analysis was conducted using the Structural Equation Modeling (SEM) method to test the relationship between variables. The results show that service quality and customer value have a positive and significant effect on competitive advantage. In addition, service quality, customer value, and competitive advantage also have a positive and significant effect on customer satisfaction. These findings indicate that improving service quality and creating customer value can effectively enhance a company's competitive advantage. A strong competitive advantage will impact on increasing customer satisfaction with the services received. Therefore, logistics companies need to continue to develop strategies that focus on improving service quality and customer value to maintain competitiveness and increase customer satisfaction sustainably.
Co-Authors Acai Sudirman Ady Inrawan Agus Siswanto Alver Archie Tandria Amurisi Zega Andre Yas F. Silalahi Andy Wijaya Anggun Lestari Antonius Philippus Kurniawan Gheta Arrum Yolandra Yolandra Bagus Habi Wahyu Butarbutar, Marisi Butarbutar, Novita Christine Loist Darwin Lie Debi Eka Putri Devany Naomi Sinurat Devi Desyinta Dewi Cahyanti Dumesti Simanjuntak Dwita Suhari Yati Tarigan Elly Romy Erbin Chandra Ernest Grace Fenny Aulia Manik Fitri Dewi Kesuma Fitria Halim Gita Theresia Ambarita Hendrick Sasimtan Putra Henny Agustina Damanik Johan Efendi Juan Anastasia Putri Juliyantry Juliyantry Julyanthry Julyanthry Julyanthry Julyanthry Julyanthry Kevin Indajang Kiki Fatmala Lasma Rohani Rosalia Samosir Lia Kristiani Sihite Lili Sriandani Loist Abdi Putra Lora Ekana Nainggolan Lusy Desiana Manurung, Sepbeariska Marto Silalahi Mella Mulia Lestari Mhd Ramadhan Musa Fernando Silaen Nana Triapnita Nainggolan Natanael Saragih Natanael Saragih Nelly Ervina Nurul Safika Agus Pinondang Nainggolan Randika Saragih Robert Tua Siregar Robert Tua Siregar Rosalinda Septiani Sitompul Rosita Manawari Girsang Rosita Manawari Girsang Rosita Manawari Girsang Rosma Simangunsong Sherly Sherly Simatupang, Sudung Sinaga, Onita Sari Sisca Sisca Sofi Chrisdayanti Purba Sofiyan Sofiyan Sonya Putri Shinta Purba Sri Harini Suci Fadhila Sudung Simatupang Syafira Zulkarnaen Titien Agustina Vivi Candra Weri Novita Widya Mustika Winny Listyarini Yohana Lasmaria Panggabean