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All Journal MATRIK: JURNAL MANAJEMEN, STRATEGI BISNIS, DAN KEWIRAUSAHAAN Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Avatara Jurnal Manajemen dan Bisnis Sriwijaya Journal of Business Strategy and Execution MIX : Jurnal Ilmiah Manajemen Benefit: Jurnal Manajemen dan Bisnis Ekonomi Bisnis AdBispreneur Jurnal Manajemen Indonesia JURNAL AKUNTANSI, EKONOMI dan MANAJEMEN BISNIS Fokus Ekonomi SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Prosiding Working Papers Series In Management MABIS: Manajemen dan Bisnis Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen Kajian Bisnis STIE Widya Wiwaha SABDAMAS Jurnal Abdi Insani Jurnal Bakti Masyarakat Indonesia Jurnal Abdimas Bina Bangsa Room of Civil Society Development Fokus Abdimas Room of Civil Social Development Jurnal Manajemen Maranatha Journal of Innovation and Community Engagement
Ari Setiyaningrum
Universitas Katolik Indonesia Atma Jaya
Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Linking Service Quality and Information Quality to Customer Loyalty: Evidence from B2B in Logistics Services Samawea, Willyanoes; Setiyaningrum, Ari
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol. 21 No. 1 (2026): June 2026 (Inpress)
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.21.1.1-15

Abstract

This study explores the influence of service quality and information quality on customer loyalty of B2B customers in logistics service company, with customer satisfaction and trust acting as mediating variables. A quantitative method was applied by collecting data from 278 business customers through structured questionnaires, which were analyzed using SEM-PLS. The findings reveal that service quality and information quality have both direct and trust-mediated effects on customer loyalty. Meanwhile, customer satisfaction does not mediate the influence of service quality or information quality on customer loyalty. These findings emphasize that improving service performance and ensuring reliable information are essential for sustaining long-term loyalty in business-to-business relationships.
Co-Authors Ajie Bayu Pangestu Anna Adventa Mariasih Anna Rosaria Firdhiani Anthony Sadeli Aristo Surya Astra, Vitorio Celline Tabitha Parman Dellarianti, Rahma Denny Jean Cross Sihombing Denny Jean Cross Sihombing Denny Jean Cross Sihombing Diana Lestari Diana Lestari, Diana Dimas Catur Winson Dimas Catur Winson Dwi Ardhana Widodo Endang Sulistyaningsih Eva Kuniasih Gabriela Sabina Hannyanto Hannyanto, Gabriela Sabina Hapsari Wijayanti, Sri Herlin Hidayat Herlin Hidayat Hidayat, Herlin Karren The Limanjaya, Stella Lina Salim Loh Wenny Setiawati Lusya Anggraeny Manurung Lusya Anggraeny Manurung Mandy, Maryjeane Manurung, Lusya Anggraeny Margie Sabina Ranti Michael Kanisius Natalie, Nicole Parlin Purba Parman, Celline Tabitha Pascoal Augusto De Carvalho Pinto Rahmawati Rahmawati Rahmawati, Rahmawati Ramawati, Yussi Rivan Riawan Salim, Lina Samawea, Willyanoes Saraun, Ferina Maria Arne Sri Hapsari Wijayanti Steffanie Yu The, Karren Utami, Novia Utami, Novia Whanarahardja, Ingrid Wijaya, Angel Pho Winson, Dimas Catur Yussi Ramawati Yussi Ramawati