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All Journal JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK Minda Baharu Dinasti International Journal of Education Management and Social Science Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) ABDI MOESTOPO: Jurnal Pengabdian pada Masyarakat ADMA: Jurnal Pengabdian dan Pemberdayaan Masyarakat International Journal of Management Science and Information Technology (IJMSIT) Jurnal Manajemen Bisnis Transportasi dan Logistik Jurnal Pelayanan dan Pengabdian Masyarakat Indonesia Jurnal Inovasi Pengabdian dan Pemberdayaan Masyarakat JURNAL ABDIMAS TRANSPORTASI & LOGISTIK Jurnal Pelayanan Masyarakat Pelayanan Unggulan: Jurnal Pengabdian Masyarakat Terapan Greenation International Journal of Law and Social Sciences Jurnal Pengabdian Masyarakat dan Penelitian Terapan Jurnal Pengabdian Masyarakat Terapan
Irwan Chairuddin
Institut Transportasi Dan Logistik Trisakti
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Nursing Public Health Social Sciences Transportation Other

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The Role of Artificial Intelligence-Based Service Quality and Digital Customer Experience in Strengthening Customer Loyalty Through Brand Equity in E-Logistics Companies Irwan Chairuddin; Juliater Simarmata; Olfebri Olfebri; Yulianti Keke; Primadi Candra Susanto; Mohamad Arif Hernawan
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 5 (2026): Dinasti International Journal of Education Management and Social Science (June
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i5.6851

Abstract

This study aims to analyze the role of artificial intelligence (AI)-based service quality and digital customer experience in strengthening customer loyalty, both directly and indirectly through brand equity mediation in e-logistics companies in Indonesia. The research employs a descriptive qualitative approach using a Literature Review model based on 50 relevant scientific articles obtained from national SINTA-indexed journals and reputable international databases such as Scopus. The study synthesizes previous research findings to understand consumer behavior dynamics in the rapidly growing digital logistics industry. The findings indicate that service quality has a significant influence on brand equity and customer loyalty in e-logistics companies in Indonesia. Digital customer experience also positively affects both brand equity and customer loyalty. In addition, brand equity is proven to have a strong influence on customer loyalty, indicating that a positive brand image and customer trust contribute to long-term customer commitment. The study further reveals that brand equity mediates the relationship between service quality and customer loyalty, as well as between digital customer experience and customer loyalty. These findings highlight the importance of improving AI-based service quality, optimizing digital platforms, and strengthening brand equity strategies to maintain customer loyalty and competitiveness in Indonesia’s e-logistics industry.
Strategi Ekspansi Bisnis Start Up Internasional Berkelanjutan: pengabdian kepada Masyarakat Muhammad Tohir; Ade Abdullah Suryobuwono; Cecep Pahrudin; Irwan Chairuddin; Sugiyanto Sugiyanto
Pelayanan Unggulan : Jurnal Pengabdian Masyarakat Terapan Vol. 3 No. 3 (2026): Agustus : Pelayanan Unggulan : Jurnal Pengabdian Masyarakat Terapan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/unggulan.v3i3.3519

Abstract

The digital economic transformation has created vast opportunities for startups to expand their business activities beyond domestic markets. However, the process of entering international markets entails various challenges, including cultural and consumer behavior differences, cross-border regulations, resource constraints, competitive dynamics, and demands for responsible and sustainable business practices. This Community Service activity aimed to foster understanding and enhance the readiness of practitioners, academics, business owners, and students in formulating startup internationalization strategies that are adaptable to change and sustainability-oriented. The event was held online via Zoom on August 20, 2026, involving approximately 60 participants from diverse backgrounds. The program featured presentations, discussions, case studies, and Q&A sessions focusing on the opportunities and challenges of cross-border business development. Topics covered included business model readiness, target market mapping, innovation, digital technology utilization, human resource competency strengthening, partnership network building, risk management, and the implementation of sustainability principles. The results indicate that participants gained a better understanding of the importance of evaluating organizational readiness and market conditions before determining expansion goals. Participants also recognized that leveraging digital technology can facilitate market expansion, improve business process efficiency, and help companies gain insights into consumer needs. Furthermore, sustainability was viewed as a strategic element capable of strengthening a company's reputation and long-term competitiveness. Thus, this activity underscores that startup internationalization requires an integrated approach combining innovation, technology, human resources, collaboration, risk management, and sustainability to build a competitive business in the global market.
Co-Authors Aang Gunawan Ade Abdullah Suryobuwono agus Nugroho Aisyah Rahmawati Amrulloh Ibnu Kholdun Aswanti Setyawati Banjarnahor, Astri Rumondang Cecep Pahrudin, Cecep David Pandopotan Sirait Didiet Rachmat Hidayat Doddy Ari Suryanto Euis Saribanon, Euis Hanifah Hanifah hanifah hanifah Hidayat, Didiet Rachmat Indriyati Indriyati Juliater Simarmata Juliater Simarmata Lesatari, Riza Liana, Esti Lis Lesmini Mohamad Arif Hernawan Muhammad Iqbal FIrdaus, Muhammad Muhammad Tohir Muhammad Widya Setiatama Novi Indah Susanthi Novi Indah Susanthi, Novi Indah Nurun Ala Salehati Octaviani, Reni Dian Olfebri Primadi Candra Susanto Purba, Okin Ringan Reza Fauzi Jaya Sakti Riza Lestari Sandriana Marina Sari Astuti Sarinah Sihombing Sarovah Widiawati Sembiring, Honny Fiva Akira Simon Gultom Sinung Tri Nugroho Siti Zubaidah Sugiyanto Sugiyanto Vica Nurhayani Harahap Wahyu Wibowo Wahyu Wibowo Widiyanto, Prima Wynd Rizaldy Yasin, Nurina Yosi Pahala Yulianti Keke