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All Journal Jurnal Syntax Fusion : Jurnal Nasional Indonesia JOURNAL OF HUMANITIES, SOCIAL SCIENCES AND BUSINESS (JHSSB) Jurnal Akutansi Manajemen Ekonomi Kewirausahaan (JAMEK) Seminar Nasional Pengabdian Kepada Masyarakat Bulletin of Management and Business CASHFLOW : CURRENT ADVANCED RESEARCH ON SHARIA FINANCE AND ECONOMIC WORLDWIDE Economics and Business Journal Journal of Artificial Intelligence and Digital Business Jurnal Manajemen Journal of Economics, Entrepreneurship, Management Business and Accounting Indonesian Journal Of Business And Entrepreneurship Research Seminar Nasional Hasil Penelitian LP2M UNM (JIMBE) Pinisi Journal of Entrepreneurship Review International Journal of Economics, Management and Accounting Ininnawa: Jurnal Pengabdian Masyarakat Fundamental and Applied Management Journal Jurnal Kemitraan Responsif untuk Aksi Inovatif dan Pengabdian Masyarakat Indonesian Journal of Enterprise Architecture Phinisi Applied Accounting Journal Southeast Asia Journal of Business, Accounting, and Entrepreneurship MAXIMAL Nusantara Economics and Entrepreneurships Journals Entrepreneurship, Management, and Business Research Journal Pemberdayaan Masyarakat: Jurnal Aksi Sosial IJHABS Ulil Albab PESHUM META - JOURNAL Lestari: Jurnal Pengabdian Kepada Masyarakat
Hasbiah, Sitti
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Journal : Fundamental and Applied Management Journal

 1 
The Effect of Service Quality on Customer Satisfaction Using Goods Delivery Services in Makassar City Hasdiansa, Ilma Wulansari; Hasbiah, Sitti
Fundamental and Applied Management Journal Vol. 1 No. 1 (2023): FAMJ, June 2023
Publisher : PT. Lontara Digitech Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61220/famj.v1i1.202302

Abstract

This study aims to determine whether the dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy affect customer satisfaction of Goods Delivery Services in Makassar City and analyze the most dominant factors in influencing customer satisfaction of Goods Delivery Services in Makassar City. The population in this study were all customers at the Goods Delivery Service in Makassar City, totaling 8544. The sample taken was 100 respondents using Non-Probability Sampling technique with Purposive sampling approach. The results showed that all independent variables each had a positive and significant effect on the dependent variable. Simultaneously all service quality variables have a positive and significant influence on customer satisfaction. Goods Delivery Services in Makassar City need to maintain elements that have been rated well by customers such as empathy, tangible, and responsiveness, on the other hand, they need to improve things that are still lacking, namely assurance.
Service Quality and Customer Satisfaction in Last Mile Logistics: Evidence from a Courier and Parcel Delivery Firm Hasdiansa, Ilma Wulansari; Hasbiah, Sitti
Fundamental and Applied Management Journal Vol. 3 No. 1 (2025): FAMJ, June 2025
Publisher : PT. Lontara Digitech Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61220/famj.v1i1.20255

Abstract

This study investigates whether the SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—predict customer satisfaction in a courier and parcel-delivery (last-mile logistics) company. A cross-sectional survey of 100 customers selected via purposive sampling was administered using multi-item Likert scales. Data were analyzed with multiple regression to estimate the marginal contribution of each dimension and to assess the joint (simultaneous) effect on satisfaction. The findings show that all five dimensions are positively and significantly associated with customer satisfaction, and the model confirms a significant joint influence. Responsiveness and empathy emerge as the strongest predictors, whereas assurance exhibits the weakest effect, indicating room for improvement in perceived security, reliability of commitments, and service guarantees. Managerially, the company should sustain strengths related to empathy, tangibles, and responsiveness (e.g., attentive staff, clear physical cues of service quality, swift handling of requests) while prioritizing initiatives that bolster assurance—such as transparent service policies, consistent delivery promises, and credibility signals. The study adds firm-level evidence from the last-mile logistics sector, reinforcing the relevance of SERVQUAL for explaining satisfaction in time-sensitive, technology-enabled delivery contexts.
Co-Authors Abadi, Rahmat Riwayat Adio, Matthew Olufemi Agung Widhi Kurniawan Ahmad Farhan, Ahmad Andika Isma Anwar Anwar Anwar Ramli Azis, Fajriani Azisah Alisyahbana, Andi Nailah Quin Basri Bado, Basri Burhanuddin Burhanuddin Chalid Imran Musa Darmawinata, Widhi Nugraha Sumiharja Dipoatmodjo, Tenri S. P. Dipoatmodjo, Tenri S.P Fachry Abda El Rahman Fadhila, A. Nur Alfi Hapida, Nur Hardiyanti, Andi Aryani Ilma Wulansari Hasdiansa Indradewa, Rhian Isma Azis Riu Kasibit, Fitriyani M. Ikhwan Maulana Haeruddin M. Miftach Fakhri Marnoto Muh. Yushar Mustafa Natsir, Uhud Darmawan Nulthazam Sarah Nur Fadilah Ayu Sandira Nurdin Nurdin Nurmansyah R, Eriek Nurul Fadilah Aswar Permatasari, Nilam Putra, Muh Al Fatah Arief Rahmayani, Feby Rauf, Deddy Ibrahim Rezky Amalia Hamka Romansyah Sahabuddin Ruma, Zainal Sari, Fitria Nirmala Sopi Tawe, Amiruddin Tenri Sayu Puspitaningsih Dipoatmodjo Ukie Tukinah, Ukie Wicaksana, Ahmad Dzaky William, Laode Muh. Agus