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All Journal TELKOMNIKA (Telecommunication Computing Electronics and Control) Journal of Consumer Science JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Dinasti International Journal of Management Science Dinasti International Journal of Education Management and Social Science Al-Kharaj: Journal of Islamic Economic and Business Cakrawala Repositori Imwi Jurnal Ilmu Manajemen Terapan (JIMT) Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Jurnal Locus Penelitian dan Pengabdian Journal of Business, Social and Technology Eduvest - Journal of Universal Studies JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Land Journal Competitive RESLAJ: Religion Education Social Laa Roiba Journal Jurnal Elementaria Edukasia Siber Journal of Advanced Multidisciplinary Siber Journal of Transportation and Logistics
Agus Purnomo
Magister Manajemen Logistik, Universitas Logistik Dan Bisnis Internasional
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Neuroscience Social Sciences Transportation Other

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Logistics Service Cost as a Moderator of the Effects of Real-Time Tracking and Delivery Timeliness on Shopee Customer Satisfaction Andi Bintang; Agus Purnomo; Melia Eka Lestiani
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 3 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i3.11956

Abstract

Purpose: This study aims to examine the effect of logistics service quality on customer satisfaction in the Shopee e-commerce platform, with a particular focus on the moderating role of Logistics Service Cost. The dimensions of logistics service quality investigated include Real-Time Tracking, Delivery Timeliness, and Logistics Service Cost. Methods: A quantitative descriptive approach was employed using an online questionnaire distributed through Google Forms. Of the 219 initial responses, 175 valid samples met the inclusion criteria after the screening process. The data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software. Results: The structural model evaluation (R² = 0.758) indicates that 75.8% of the variance in customer satisfaction is explained by the proposed model. The findings reveal that Real-Time Tracking, Delivery Timeliness, and Logistics Service Cost each have a positive and significant direct effect on customer satisfaction. Among these variables, Logistics Service Cost emerged as the strongest predictor of customer satisfaction. However, the moderation analysis showed that Logistics Service Cost does not significantly moderate the relationships between Real-Time Tracking and customer satisfaction or between Delivery Timeliness and customer satisfaction. Implications: The findings indicate that, in a mature e-commerce market, Logistics Service Cost functions as an independent determinant of customer satisfaction rather than as a moderating factor. This suggests that consumers increasingly perceive logistics costs and information transparency as autonomous dimensions of service quality that constitute the minimum expected standard. The study contributes to the logistics service quality literature by providing empirical evidence on the changing role of logistics cost efficiency in shaping customer satisfaction within digital commerce.
The Role of Dynamic Capabilities in Accelerating Service Performance: Synergistic Effects of Robotic Process Automation and Logistics Competence at PT Pos Indonesia Fajar Febrianto Catur Prasetiyo; Maniah; Agus Purnomo
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 3 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i3.12218

Abstract

Purpose: This study examines the direct and indirect effects of Robotic Process Automation (RPA) and Logistics Competencies on Logistics Service Performance through Dynamic Capabilities at PT Pos Indonesia. Methods: An explanatory quantitative approach was employed using a cross-sectional survey of 172 managerial and supervisory employees. Data were collected using a 1–5 Likert-scale questionnaire and analysed using SEM-PLS with 1,000 bootstrap resamples. Results: The results support all seven hypotheses. RPA and Logistics Competencies significantly enhance Dynamic Capabilities (β = 0.392 and 0.384), while Dynamic Capabilities significantly improve Logistics Service Performance (β = 0.354). Significant indirect effects were also found for RPA (β = 0.139) and Logistics Competencies (β = 0.136) through Dynamic Capabilities. The model explains 46.8% of the variance in Dynamic Capabilities and 60.9% in Logistics Service Performance. Implications: The findings highlight that digital transformation requires more than technological investment. PT Pos Indonesia should integrate end-to-end RPA implementation with continuous development of logistics competencies and dynamic capabilities to achieve sustainable improvements in logistics service performance.
Sustainable Logistics Transformation in Global Supply Chains: a Systematic Literature Review of Drivers, Practices, Impacts, and Implementation Challenges Arwin Taqwim; Maniah; Agus Purnomo
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 3 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i3.12248

Abstract

Purpose: This study aims to evaluate recent developments in sustainable logistics within global supply chains and to identify the key drivers, practices, impacts, and implementation challenges associated with sustainable logistics transformation. Methods: This study employs a systematic literature review of 48 indexed scientific articles published between 2017 and 2025. The analysis categorizes the findings into four main dimensions: sustainable logistics practices, driving factors, impacts, and implementation challenges. Results: The findings indicate that sustainable logistics has evolved from a primary focus on operational efficiency toward a more comprehensive approach encompassing green transportation, reverse logistics and circular logistics, digital traceability, renewable energy integration, and regional supply network diversification. The implementation of these practices is influenced by external factors, including regulations, stakeholder expectations, participation in global value chains, and geopolitical disruptions, as well as internal organizational factors such as managerial commitment, technological readiness, and coordination capacity. The identified impacts span environmental, economic, and social dimensions, including reduced ecological burdens, improved market performance, enhanced supply chain resilience, strengthened food security, greater transparency, and increased social accountability. However, implementation continues to face significant challenges, particularly high investment costs, inadequate infrastructure, fragmented governance, and disparities in technological capabilities across firms and regions. Implications: Based on these findings, this study proposes an integrative framework linking driving factors, sustainable logistics practices, resulting impacts, and implementation barriers. The study also identifies future research agendas focusing on strengthening governance mechanisms, developing more robust sustainability measurement methods, and promoting context-specific implementation strategies that account for the characteristics of different sectors and regions.
Pengaruh Ketidakseimbangan Muatan, Distorsi Struktur Pasar, dan Digitalisasi Logistik sebagai Penentu Biaya Transportasi Truk melalui Kolaborasi Supply Chain: Bukti Empiris dari Industri Logistik di Indonesia Arumdita Dian Kusumawati; Agus Purnomo; Maniah Maniah
Jurnal Locus Penelitian dan Pengabdian Vol. 5 No. 8 (2026): JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v5i8.6048

Abstract

Sektor logistik memiliki peran strategis dalam mendukung efisiensi rantai pasok nasional, namun industri trucking di Indonesia masih menghadapi tingginya biaya transportasi akibat ketidakseimbangan muatan (empty backhaul), distorsi struktur pasar, serta belum optimalnya implementasi digitalisasi logistik. Penelitian ini bertujuan menganalisis pengaruh ketidakseimbangan muatan, distorsi struktur pasar, dan digitalisasi logistik terhadap biaya transportasi truk dengan kolaborasi supply chain sebagai variabel mediasi. Penelitian menggunakan pendekatan kuantitatif dengan desain explanatory research. Data dikumpulkan dari 203 responden yang berasal dari pelaku industri trucking dan logistik Indonesia melalui kuesioner, kemudian dianalisis menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa seluruh konstruk memenuhi kriteria validitas dan reliabilitas, sementara model memiliki kemampuan prediktif yang kuat dengan nilai R² sebesar 0,737 pada variabel biaya transportasi truk. Digitalisasi logistik terbukti menjadi faktor paling dominan dalam meningkatkan kolaborasi supply chain (? = 0,844), yang selanjutnya berkontribusi terhadap penurunan ketidakseimbangan muatan dan peningkatan efisiensi distribusi. Selain itu, distorsi struktur pasar dan ketidakseimbangan muatan juga berpengaruh terhadap peningkatan biaya transportasi truk. Temuan penelitian menegaskan bahwa transformasi digital yang didukung kolaborasi supply chain mampu mengurangi perjalanan kosong, meningkatkan utilisasi armada, serta menekan biaya transportasi. Oleh karena itu, perusahaan trucking perlu mempercepat implementasi teknologi digital, sedangkan pemerintah perlu memperkuat ekosistem logistik digital dan menciptakan struktur pasar yang lebih transparan guna meningkatkan daya saing logistik nasional.
Peran Agen Pos dalam Memediasi Pengaruh First Mile, Tarif, dan Last Mile terhadap Kinerja Jasa Pos Reguler di Kantor Cabang Utama Makassar Dominius Harmoko Pandiangan; Agus Purnomo; Erna Mulyati
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1104

Abstract

Penelitian ini bertujuan menganalisis pengaruh First Mile, Tarif, dan Last Mile Delivery terhadap Kinerja Layanan Pos Reguler melalui Agen Pos sebagai variabel intervening pada PT Pos Indonesia Kantor Cabang Utama Makassar. Populasi penelitian berjumlah 160 Agen Pos dengan sampel 114 responden menggunakan rumus Slovin. Penelitian menggunakan pendekatan kuantitatif deskriptif dan verifikatif dengan analisis SEM-PLS menggunakan SmartPLS. Hasil menunjukkan seluruh indikator valid dan reliabel. Nilai R Square Adjusted Agen Pos sebesar 0,438 dan Kinerja Layanan Pos Reguler sebesar 0,662. Pengujian hipotesis menunjukkan First Mile, Tarif, dan Last Mile Delivery berpengaruh signifikan terhadap Agen Pos dengan T-statistic masing-masing 5,889; 2,215; dan 4,561 serta p-value 0,000; 0,027; dan 0,000. Ketiganya juga berpengaruh signifikan terhadap Kinerja Layanan Pos Reguler dengan T-statistic 2,299; 3,035; dan 2,306 serta p-value 0,022; 0,003; dan 0,021. Agen Pos berpengaruh signifikan terhadap Kinerja dengan T-statistic 14,444 dan p-value 0,000. Pengaruh mediasi First Mile, Tarif, dan Last Mile Delivery juga signifikan. Q Square sebesar 0,484 dan 0,480 menunjukkan predictive relevance model.
Integrasi Green Logistics, Smart Logistics Technology, dan Last-Mile Delivery sebagai Determinan Loyalitas Pelanggan melalui Customer Experience : Studi Empiris Pada PT Pos Indonesia (Persero) Abad Kartika Dwi Putra; Agus Purnomo; Maniah Maniah
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1111

Abstract

Penelitian ini menganalisis pengaruh Green Logistics, Smart Logistics Technology, dan Last-Mile Delivery terhadap Customer Loyalty melalui Customer Experience pada PT Pos Indonesia (Persero). Penelitian menggunakan pendekatan kuantitatif dengan metode explanatory research terhadap 150 pelanggan yang dipilih menggunakan purposive sampling. Analisis data dilakukan menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa Green Logistics, Smart Logistics Technology, dan Last-Mile Delivery berpengaruh positif dan signifikan terhadap Customer Experience maupun Customer Loyalty. Customer Experience juga terbukti berpengaruh signifikan terhadap Customer Loyalty serta memediasi hubungan ketiga variabel eksogen dengan loyalitas pelanggan. Smart Logistics Technology memberikan kontribusi paling dominan dalam meningkatkan Customer Experience. Temuan ini menegaskan pentingnya integrasi praktik logistik berkelanjutan, transformasi digital, dan kualitas layanan pengiriman akhir sebagai strategi untuk memperkuat pengalaman serta loyalitas pelanggan pada industri logistik.
Pengaruh Kapabilitas Supplier, Kapabilitas Bengkel, dan Pemanfaatan Teknologi terhadap Kecepatan Penyelesaian Klaim melalui Kecepatan Distribusi Suku Cadang Afiat Juli Hadir Santoso; Erna Mulyati; Agus Purnomo
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1113

Abstract

Penelitian ini menganalisis pengaruh kapabilitas supplier, kapabilitas bengkel, dan pemanfaatan teknologi terhadap kecepatan penyelesaian klaim melalui kecepatan distribusi suku cadang sebagai variabel mediasi pada proses klaim asuransi kendaraan bermotor. Research gap penelitian ini adalah riset terdahulu umumnya dilakukan pada sektor manufaktur, komponen otomotif, dan logistik, sementara integrasi simultan ketiga variabel dengan konteks klaim asuransi kendaraan bermotor masih terbatas dan peran mediasi kecepatan distribusi belum diuji secara empiris. Studi ini mengaplikasikan pendekatan kuantitatif dengan desain eksplanatori, menggunakan metode survei yang melibatkan 99 responden yang terdiri atas 50 karyawan asuransi, 36 staf bengkel body repair, dan 13 staf supplier suku cadang. Pengolahan data dilaksanakan dengan memanfaatkan SEM-PLS 4.0. Temuan dari penelitian ini mengindikasikan bahwa kemampuan pemasok, kemampuan bengkel, dan penggunaan teknologi memiliki pengaruh yang positif serta signifikan terhadap kecepatan distribusi suku cadang, dengan koefisien 0,539, 0,224, dan 0,225. Kecepatan distribusi suku cadang berpengaruh positif dan signifikan terhadap kecepatan penyelesaian klaim dengan koefisien 0,461. Kecepatan distribusi suku cadang berperan sebagai mediator penuh antara kapabilitas supplier dan kecepatan penyelesaian klaim, serta sebagai mediator parsial antara kapabilitas bengkel dan kecepatan penyelesaian klaim, sedangkan jalur mediasi pada pemanfaatan teknologi tidak didukung dengan p-value 0,052. Novelty penelitian ini mengonfirmasi bahwa kecepatan distribusi merupakan mekanisme operasional yang menghubungkan kapabilitas organisasi dengan kecepatan penyelesaian klaim pada service supply chain asuransi kendaraan bermotor.
Pengaruh Transparansi, Keterlacakan, Keamanan Data dan Adopsi Inovasi Blockchain Terhadap Kepercayaan dan Kinerja Penanganan Komplain pada PT Pos Indonesia Dicky Anggriawan; Melia Eka Lestiani; Agus Purnomo
Reslaj: Religion Education Social Laa Roiba Journal Vol. 8 No. 9 (2026): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v8i9.13373

Abstract

This study aims to analyze and verify the influence of transparency, traceability, data security, and Blockchain innovation adoption on customer trust, as well as their impact on complaint-handling performance at PT Pos Indonesia’s Tanjungpandan Branch Office. The study is motivated by issues such as information asymmetry and structural failures in the tracking mechanisms of conventional SAP ERP systems, which have led to a high volume of consumer complaints (YLKI 2025 data) and a low Top Brand Index score of 9.40% relative to competitors. The research employed a quantitative approach combined with an explanatory design. Primary data were collected from 110 respondents selected via purposive sampling, comprising logistics partners, corporate clients, and major retail users. A 1–5 Likert scale was utilized. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS), with SmartPLS software employed for the analysis. The results indicate that all 13 hypotheses were accepted, showing positive and significant relationships. Blockchain innovation adoption proved to have the most dominant influence on customer trust (0.386), while traceability emerged as the primary driver for enhancing complaint-handling performance (0.308). R-Square values ​​demonstrate that the model explains 75.1% of the variance in trust and 81.6% of the variance in complaint-handling performance, classifying it as an excellent predictive model. Furthermore, trust was found to partially mediate the relationships between the variables. In conclusion, transitioning to a decentralized digital architecture offers a strategic solution for PT Pos Indonesia to eliminate information asymmetry, restore service credibility, and achieve operational efficiency in resolving customer complaints.
Determinants of Last Mile Delivery at PT Pos Indonesia Jakarta Oceania Main Branch through Distribution Ridwan Pamunti Sikombong; Erna Mulyati; Agus Purnomo
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1110

Abstract

This study aims to analyze the determinants of Last Mile Delivery at PT Pos Indonesia Jakarta Oceania Main Branch through the mediating role of Distribution. This quantitative study employed the Structural Equation Modeling–Partial Least Squares (SEM-PLS) approach using SmartPLS 4. The study population consisted of 171 employees, while 121 respondents were selected as the research sample using the Slovin formula. The findings indicate that Distribution has a positive and significant effect on Last Mile Delivery (β = 0.359; t = 5.483; p < 0.001). Line Haul Transportation significantly influences Distribution (β = 0.328; t = 4.807; p < 0.001) and Last Mile Delivery (β = 0.252; t = 3.069; p = 0.002). Likewise, Mail Processing Centre has a positive and significant effect on Distribution (β = 0.444; t = 7.350; p < 0.001) and Last Mile Delivery (β = 0.249; t = 3.868; p < 0.001). Pickup Service also significantly affects Distribution (β = 0.155; t = 2.135; p = 0.033) and Last Mile Delivery (β = 0.141; t = 2.040; p = 0.042). Furthermore, Distribution significantly mediates the effects of Line Haul Transportation (β = 0.118; t = 3.698; p < 0.001), Mail Processing Centre (β = 0.160; t = 4.361; p < 0.001), and Pickup Service (β = 0.172; t = 4.861; p < 0.001) on Last Mile Delivery. The adjusted R² values of 0.394 for Distribution and 0.620 for Last Mile Delivery indicate that the proposed structural model possesses satisfactory explanatory power. These findings demonstrate that improving operational performance in Mail Processing Centre, Line Haul Transportation, and Pickup Service enhances Distribution effectiveness, which subsequently strengthens Last Mile Delivery performance within courier logistics services.
Co-Authors Abad Kartika Dwi Putra Afiat Juli Hadir Santoso Agil Prasetyo Agus Purnomo Agus Purwantoro Aji Gautama Putrada Andi Bintang Arief Ilman Yusra Arif Yudha Wahyudi Arumdita Dian Kusumawati Arwin Taqwim Ato Kusnandar Bambang Lukmanul Hakim Dani Ramdani, Dani Dhinda Rezta Adha Dicky Anggriawan Dodi Hariyanto Dominius Harmoko Pandiangan Egana Dwi Saparingga Erna Mulyati Erna Mulyati Erna Mulyati Erna Mulyati Erna Mulyati Fachmi Rachmat Chaidar, Diar Fajar Febrianto Catur Prasetiyo Feri Rikardo Sihombing Gemmi Puspa Wijayanti Irianto Gunawan, Andri Handoko, Kokoh Hariadi Ismail Hendri Lasmana Ibnu Burliyan Imam Budiharto Irdhatullah Irdhatullah Isnian Adiwijaya Kurniawan, Angga Tri Hanggara Lasmana, Hendri M. Yogi Riyantama Isjoni Maniah Maniah Maniah Maniah Maniah Maniah Maniah Maniah Maniah Maniah, Maniah Melia Eka Lestani Melia Eka Lestiani Melia Eka Lestiani Melia Eka Lestiani Melia Eka Lestiani Melia Eka Lestiani Melia Eka Lestiani Melia Eka Lestiani Melia Eka Lestiani Melia Eka Setiani Mohamed Ibrahim Abdul Mutalib Muhamad Faisal Nasrudin Muhammad Ardhya Bisma Mujiyono Mujiyono Mustafia Mustafia* Nava Gia Ginasta Ni Putu Nita Astri Lestari Nia Angriany Pardede Putri Mety Zalynda Rahmad Ali Umar Dalimunthe Ramadhan Surya Dinata Ridwan Pamunti Sikombong Risdayati Yati Rizki Alifnur Harmawan Rizkyah Rizkyah Roni Habibi Saptono Kusdanu Waskito Sudrajat, Yogi Sutarman Syafrial Fachri Pane Syafrianita Syafrianita Syifa Salsabila Yayuk Dwi Indriani Yogi Sudrajat