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All Journal Al-Kharaj: Journal of Islamic Economic and Business Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Jurnal Keselamatan Kesehatan Kerja dan Lingkungan JURNAL PABEAN : PERPAJAKAN BISNIS EKONOMI AKUNTANSI MANAJEMEN Vortex Eduvest - Journal of Universal Studies Amkop Management Accounting Review (AMAR) Sainteks: Jurnal Sain dan Teknik Siber Journal of Transportation and Logistics
Lestiani, Melia Eka
Unknown Affiliation
Aerospace Engineering Humanities Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Engineering Health Professions Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mechanical Engineering Neuroscience Public Health Social Sciences

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Customer Satisfaction as an Intervening Variable in the Relationship Between Service Quality, Marketing Mix, and Customer Trust at Airports Lestiani, Melia Eka; Jannah, Tsamratul; Budiono, Cyrilus Sukaca; Poerwanto, Eko; Mardwianta, Benedictus
Vortex Vol 6, No 2 (2025)
Publisher : Institut Teknologi Dirgantara Adisutjipto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28989/vortex.v6i2.3700

Abstract

An airport is a facility where all stakeholders in the aviation industry converge, and its core product is “service,” which includes services for passengers, cargo, and aircraft. Customer satisfaction at airports is an essential outcome that must be delivered to all aviation industry stakeholders. This study aims to analyze the influence of service quality and marketing mix on customer trust, with customer satisfaction serving as an intervening variable at the airport. In reality, many airport service users still feel dissatisfied with both the services provided and the existing facilities. This is evident from various complaints submitted by users, indicating that they have not yet experienced satisfactory airport services. This research employs a quantitative method by distributing questionnaires to 100 respondents, consisting of domestic passengers at Minangkabau International Airport. The findings reveal that service quality and marketing mix have a significant partial and simultaneous effect on customer satisfaction. Furthermore, service quality, marketing mix, and customer satisfaction—both partially and simultaneously—have a significant influence on customer trust. However, the customer satisfaction variable is unable to mediate the relationship between service quality and the marketing mix toward customer trust.
The Role of Logistics Service Quality in Mediating the Influence of Air Cargo Packaging, Digital Information, and Air Cargo Tariff on Logistics Customer Retention at Silkargo Cikarang Umar Dalimunthe, Rahmad Ali; Lestiani, Melia Eka; Purnomo, Agus
Eduvest - Journal of Universal Studies Vol. 6 No. 5 (2026): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v6i5.52687

Abstract

This research aims to analyze the influence of air cargo packaging, digital information, and air cargo tariffs on logistics customer retention through logistics service quality at SIL Kargo Cikarang. The background of this research is based on the decline in air cargo revenue from 2021 to 2025, the increasing rate of goods damage, digital misinformation, and relatively higher shipping rates compared to competitors. The research employed a quantitative approach using a survey method involving 125 customers of SIL Kargo Cikarang. The data analysis technique used was Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results of the study show that air cargo packaging, digital information, and air cargo tariffs have a positive and significant effect on logistics service quality. Logistics service quality also has a positive and significant effect on logistics customer retention and is able to mediate the influence of the three exogenous variables on logistics customer retention. These findings confirm that improving logistics service quality is a key strategy in retaining customers in the competitive air cargo industry.
The Implications of Logistics Service Quality, Logistics Tariff, and Advanced Technology on the Courier Logistics Performance PT Satria Antaran Prima Tbk with Customer Satisfaction as a Mediating Variable Agastya Pramadya; Lestiani, Melia Eka; Erna Mulyati
Siber Journal of Transportation and Logistics Vol. 4 No. 1 (2026): (SJTL) Siber Journal of Transportation and Logistics (April - June 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i1.681

Abstract

PT Satria Antaran Prima Tbk experienced a 6.59% decline in Gross Operating Profit (GOP) in 2024 despite a 9.7% increase in revenue, accompanied by customer complaints on social media. This condition indicates potential issues related to courier logistics performance and customer satisfaction associated with logistics service quality, tariffs, and technology utilization. This study aims to examine the effects of Logistics Service Quality, Logistics Tariff, and Advanced Technology on Customer Satisfaction and Courier Logistics Performance. Using a quantitative approach with PLS-SEM analysis, data were collected from 392 active customers in Jakarta. The findings reveal that Logistics Service Quality, Logistics Tariff, and Advanced Technology positively and significantly influence Customer Satisfaction. Furthermore, Customer Satisfaction significantly improves Courier Logistics Performance and mediates the relationship between the independent variables and Courier Logistics Performance. These findings highlight the importance of service quality, competitive pricing, and technological advancement in enhancing customer satisfaction and logistics performance.
An Integrative Model of Logistics Performance: Examining the Role of Customer Satisfaction in Linking Vendor Performance, Pricing Strategy, and Service Quality Hakim, Bambang Lukmanul; Purnomo, Agus; Lestiani, Melia Eka
Siber Journal of Transportation and Logistics Vol. 4 No. 1 (2026): (SJTL) Siber Journal of Transportation and Logistics (April - June 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i1.688

Abstract

The rapid development of the logistics and courier service industry, along with the growth of e-commerce, requires companies to continuously improve operational performance and service quality. The logistics performance of courier services is influenced not only by internal factors but also by the integration of vendor performance, pricing strategy, and service quality, all of which contribute to shaping customer satisfaction. This study aims to analyze the effect of vendor performance, pricing strategy, and service quality on customer satisfaction and logistics performance, as well as to examine the role of customer satisfaction as a mediating variable in courier service companies in Riau Province. This study employed a quantitative approach using the Structural Equation Modeling Partial Least Square (SEM-PLS) method. The research data were collected through questionnaires distributed to 150 users of courier services. The variables analyzed include vendor performance, pricing strategy, service quality, customer satisfaction, and logistics performance. The results indicate that vendor performance, pricing strategy, and service quality have positive effects on customer satisfaction. Service quality has the most dominant influence on customer satisfaction, followed by pricing strategy and vendor performance. Customer satisfaction also has a positive effect on logistics performance. In addition, customer satisfaction serves as a partial mediating variable in the relationship between vendor performance, pricing strategy, service quality, and logistics performance. The non-linear analysis further reveals that the quadratic effects of service quality, pricing strategy, and vendor performance have significant negative effects on customer satisfaction, indicating the presence of a diminishing return effect in which increases in these variables beyond a certain threshold no longer lead to proportional increases in customer satisfaction. This study concludes that improving the logistics performance of courier service companies can be achieved through the integration of vendor operational performance, customer value-based pricing strategies, and enhanced service quality in order to create sustainable customer satisfaction.  
Co-Authors Adiwijaya, Isnian Agastya Pramadya Ahmad Rosadi Anggi Widya Purnama Benedictus Mardwianta, Benedictus Budiono, Cyrilus Sukaca Damayanti, Mirza Azzahra Eko Poerwanto Erna Mulyati Fikri, Fahmi Nurul Hakim, Bambang Lukmanul Hamidin, Adryany Jannah, Tsamratul Kusuma, Muhammad Nabil Maniah Maniah, Maniah Marsita, Emay Ramalia, Desima Shabrina, Fitriana Nur Sirait, Realyta Siregar, Muhammad Raziq Hakim SISWANTO, BUDI NUR Syafrianita Syafrianita Umar Dalimunthe, Rahmad Ali Waskito, Saptono Kudanu Waskito, Saptono Kusdanu Widodo, Erlangga Putragung Yunanto, Riki Achmad