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All Journal Dinasti International Journal of Education Management and Social Science Al-Kharaj: Journal of Islamic Economic and Business Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Automotive Experiences 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
Lestiani, Melia Eka
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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.
Co-Authors Adiwijaya, Isnian Agus Purnomo Ahmad Rosadi Anggi Widya Purnama Benedictus Mardwianta, Benedictus Budiono, Cyrilus Sukaca Damayanti, Mirza Azzahra Eko Poerwanto Erna Mulyati Fikri, Fahmi Nurul Hamidin, Adryany Indriani, Yayuk Dwi Jannah, Tsamratul Kusnandar, Ato Kusuma, Muhammad Nabil Maniah Maniah, Maniah Marsita, Emay Nariendra, Pradhana Wahyu Noviandy, Sandy Prawakca, Meilasari Cita Ramalia, Desima Shabrina, Fitriana Nur Sirait, Realyta Siregar, Muhammad Raziq Hakim SISWANTO, BUDI NUR Sudarso, Danan Prasetya Syafrianita Syafrianita Umar Dalimunthe, Rahmad Ali Waskito, Saptono Kudanu Waskito, Saptono Kusdanu Widodo, Erlangga Putragung Yunanto, Riki Achmad