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All Journal CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Ekonomi Bisnis Jurnal Pendidikan Ekonomi (JURKAMI) MABIS: Manajemen dan Bisnis IMANENSI: Jurnal Ekonomi, Manajemen dan Akuntansi Islam Jurnal Eduscience (JES) Jurnal Ilmiah Manajemen Kesatuan Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia Journal of Entrepreneurship & Business Ranah Research : Journal of Multidisciplinary Research and Development
Juliani Dyah Trisnawati
Fakultas Bisnis Dan Ekonomika Universitas Surabaya
Religion Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Transportation Other

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Journal : Journal of Entrepreneurship

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Measuring Hybrid e-Logistics Service Quality from B2C e-Commerce Virantau, Gilbert Nathaniel; Rahayu, Siti; Trisnawati, Juliani Dyah
Journal of Entrepreneurship & Business Vol. 6 No. 3 (2025): Journal of Entrepreneurship and Business (October)
Publisher : Program MM Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jeb.v6i3.7899

Abstract

Purpose: This study aims to test and analyze two hybrid models of logistics service quality (LSQ) and their influence on satisfaction, loyalty, and purchase intent in the future. The context of this research is business-to-consumer (B2C) e-commerce with a case study on Tokopedia. This study integrates the traditional LSQ model that adds 3 dimensions, namely order availability, order returns, and quality assurance consisting of the quality of personnel contacts, handling of order non-conformities, and the return process. Method: The survey was conducted by distributing a questionnaire through a google form. Respondents were selected based on predetermined criteria, and data were analyzed using structural equation modelling to examine the relationship between research variables. Result: The results of the study showed that 6 hypotheses were supported and 4 hypotheses were not supported. Order accuracy, order availability, ordering procedures, and quality assurance affect customer satisfaction. Customer satisfaction affects loyalty, and loyalty affects future purchase intention. Hypotheses 1, 2 and 5, namely the influence of timeline, order conditions and information quality on customer satisfaction are not supported. Hypothesis 9 is also unsupported, which suggests that customer satisfaction has no significant effect on future purchase intention.
Co-Authors A. Budiman Setyawan A. Budiman Setyawan Amabela Andajani, Erna Antonius Budhiman Setyawan Budhiman Setyawan Dewi Nuzila Ramadanita Effendy, Graciela Meira Ema Andajani Ferdiyanti, Nur Chrisa Filichia, Sabrina Angie Fitri Novika Widjaja Meilany Anggela Ayu V. Muhammad Rosiawan Roshed Gesti Arimbie Roshed Gesti Arimbie Salsabila, Pavita Fitri Seftiasari, Gita Shella Karlina Gonaldy Siti Rahayu Veny Megawati Virantau, Gilbert Nathaniel Wibowo, Felix Arvinto