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Laulita, Nasar Buntu
Universitas Internasional Batam
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Journal : jurnal manajerial

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Kepuasan Dan Loyalitas Pelanggan Logistik Internasional Di Indonesia: Peran Timeliness Dan Information Quality Yeronica, Fernanda; Laulita, Nasar Buntu
Jurnal Manajerial Vol 11 No 03 (2024): Jurnal Manajerial
Publisher : Program Studi Manajemen Universitas Muhammadiyah Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30587/jurnalmanajerial.v11i03.7883

Abstract

Background – Globalization and technology advancements have driven the growth of electronic commerce (e-commerce) globally. E-commerce allows business to reach consumers worldwide. In this case, e-commerce relies on quality logistics services, particularly in terms of timeliness and quality of information. Aim – This study aims to assess the influence of timeliness and information quality on customer satisfaction and loyalty, while also examining the mediating role of customer satisfaction on customer loyalty among international logistics service providers in Indonesia. Design/ Methodology/ Approach – This research adopts a quantitative method by collecting primary data through online distribution of questionnaires. The sample consisted of 277 respondents selected through convenience sampling. Data analysis was conducted using the PLS-SEM approach with the SmartPLS3 software. Findings – This research shows that timeliness has a positive and significant impact on customer satisfaction and loyalty. Meanwhile, information quality also has a positive and significant effect on customer satisfaction, although it doesn’t significantly influence customer loyalty. However, customer satisfaction is effective in mediating the relationship between timeliness and information quality with customer loyalty. Conclusion – Timeliness and optimal quality of information in international logistics services in Indonesia can increase customer satisfaction. Moreover, information quality has the potential to build customer loyalty towards the selected logistics service provider. It should be emphasized that customer satisfaction with the timeliness and quality of information provided by logistics service providers is the key to increasing customer loyalty. Research Implication – International logistics service providers in Indonesia must focus on improving timeliness and information quality. By focusing on these areas, international logistics service providers in Indonesia can better serve their customers, increase satisfaction, and ultimately build a loyal customer base. Limitations – This research only focuses on two dimensions of logistics service quality, namely timeliness and information quality.
Co-Authors Agriffina, Joicelyn Agustino, Malvin Alex Alex Alexander Janio Wijaya Alicia, Angelina Ana Andi Yanto Andrew Andrew, Andrew Andrianus, Lian Andy Andy Angelica Vivian Chrysti Badra Maitri Carlos Justin Khomali Cheristina Cheristina Christini, Julia Cindy Hartono Clorina, Jesslyn Cuandra, Fendy Davin Ewaldo Deslyn Melodya Devin, Devin Devinson Devinson Dewantara, Hendra Dilivio Angeleo Ella, Monica Elsy Christiani Elvi Juriana Elzagi, Verliana Emilya Engelina, Jerly Eric Eric Erlin Erlin Erlinda Erlinda Erni Erni Evelyn Evelyn Fanggi Syahputra Febby Lionna Felicia Clarissa Fidia Fion Jennifer Fiona Fiona Fiona Fiona, Fiona Fitri Natalia Frentyo, Frentyo Hellena Risvi Hendra Winata Hendry Charles Hendry Setiawan Hendry Setiawan Henliyanto Henliyanto Huang, Stephen Ivander Lukito Jackson Lee Jacky Jacky Jasmine, Florentina Jason Yodiputra Jennifer Jennifer Jennifer Jennifer Jenny Lim Jenny Yang Jerly Engelina Jesslyn Jesslyn Jesslyn Larissa Jimmy Lim Joven Alfando Cang Joycelin Joycelin Jumi Liana Karimah, Zulfiniar Nur Kartono, Rico Kelvin Kelvin Kelvin Supriyadi Kharina, Chintya Kisu Candra, Brandon Lim, Vera Edelia Macnico, Peter Maggie Maggie Meliana Meliana Melissa Melissa Michael Michael Michael Setiawan Michelle Selvia Liu Muhammad Jufri Mulyanto Mulyanto Narumi Yuki Nicholas Fernandes Nicholas Nicholas Nonius Alvares Nuraeni, Yuni Oktalia, Adeline Oktris Susanti Putri, Anandita Nadya Reisya Renalbi Renalbi Ricardo, Teddy Rico Kartono Risvi, Hellena Rizal Verandi Rusiana, Nia Ryan Harsana Jasa Sandra, Novi Sari, Wanda Pramitha Selvia Eka Marliana Setyawan, Agustinus Shelly Elida Shelvi Shelvi Shereen, Shereen Suprapto, Yandi Tan Phey Lien Teddy Ong Teddy Ricardo Thomas Eddison Thomas Priaji Kerschbaumer Tyana, Tyana Vernando, Lovis Vincent Nicholas Wu Vincent Vincent Vincent Vincent, Vincent Vira Melinda Viviana Angesty Weni Vivianti Wenny Wenny Wiliyan, Hendy Wilson Wilson Winson Ng Winson, Winson Wisnu Yuwono Yanni Yanni Yeronica, Fernanda Yosuky, Delvian Yulfiswandi, Yulfiswandi Zai, Immanuel Zidane Zidane