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All Journal Cakrawala Repositori Imwi Journal of Business, Social and Technology Eduvest - Journal of Universal Studies RESLAJ: Religion Education Social Laa Roiba Journal Vifada Management and Digital Business
Melia Eka Lestiani
Universitas Logistik dan Bisnis Internasional
Religion Aerospace Engineering Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Library & Information Science Neuroscience Social Sciences

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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 Rahmad Ali Umar Dalimunthe; Melia Eka Lestiani; Agus Purnomo
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.
Influence of Logistics Service Quality, Delivery Reliability, and Price on Customer Satisfaction with Customer Service as Mediator and Logistic Service Recovery as Moderator in Freight Forwarding Industry Iksan Ade Kurniawan; Melia Eka Lestiani; Maniah Maniah
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.v6i5.53156

Abstract

The growing competition in the logistics industry, particularly in freight forwarding, requires companies to deliver superior services that meet customer needs and expectations. This research aims to assess the conditions of Logistics Service Quality, Delivery Reliability, Price, Customer Service, Logistic Service Recovery, and Customer Satisfaction at PT Silkargo; analyze the effects of Logistics Service Quality, Delivery Reliability, and Price on Customer Satisfaction; examine the mediating role of Customer Service; and evaluate the moderating role of Logistic Service Recovery in the proposed research model. A quantitative explanatory design was applied using purposive sampling to collect responses from PT Silkargo customers. Data were obtained through a Likert-scale questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test direct, mediating, and moderating relationships among variables. The results show that Logistics Service Quality, Delivery Reliability, and Price significantly influence Customer Satisfaction, while Customer Service significantly mediates the relationships between those antecedents and Customer Satisfaction. Logistic Service Recovery significantly moderates the relationships between Logistics Service Quality and Customer Satisfaction, as well as between Price and Customer Satisfaction, but does not significantly moderate the relationship between Delivery Reliability and Customer Satisfaction. These findings indicate that, in the context of B2B lubricant distribution, customer satisfaction is threshold-based, where reliability and service quality function as necessary conditions rather than sources of competitive advantage.
Fleksibilitas Operasional Sebagai Variabel Mediasi Dalam Ketidakpastian Permintaan, Sistem Pengemasan Manual, Dan Kompetensi Sumber Daya Manusia Terhadap Ketahanan Rantai Pasok Ni Putu Nita Astri Lestari; Agus Purnomo; Melia Eka Lestiani
Cakrawala Repositori IMWI 298-309
Publisher : Institut Manajemen Wiyata Indonesia & Asosiasi Peneliti Manajemen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh ketidakpastian permintaan, sistem pengemasan manual, dan kompetensi sumber daya manusia terhadap ketahanan rantai pasok dengan fleksibilitas operasional sebagai variabel mediasi. Penelitian menggunakan pendekatan kuantitatif dengan metode explanatory survey terhadap 110 responden di PT Songgolangit Persada. Analisis data dilakukan menggunakan Structural Equation Modeling-Partial Least Square (SEM-PLS). Hasil penelitian menunjukkan bahwa ketidakpastian permintaan berpengaruh positif dan signifikan terhadap fleksibilitas operasional (p-value = 0,000), namun tidak berpengaruh signifikan terhadap ketahanan rantai pasok (p-value = 0,758). Sistem pengemasan manual berpengaruh positif dan signifikan terhadap fleksibilitas operasional (p-value = 0,000), tetapi tidak berpengaruh signifikan terhadap ketahanan rantai pasok (p-value = 0,097). Kompetensi sumber daya manusia berpengaruh positif dan signifikan terhadap fleksibilitas operasional (p-value = 0,009) dan ketahanan rantai pasok (p-value = 0,003). Fleksibilitas operasional juga berpengaruh positif dan signifikan terhadap ketahanan rantai pasok (p-value = 0,000). Selain itu fleksibilitas operasional terbukti mampu memediasi pengaruh ketidakpastian permintaan, sistem pengemasan manual, dan kompetensi sumber daya manusia terhadap ketahanan rantai pasok dengan nilai p-value masing-masing sebesar 0,002; 0,005; dan 0,023. Penelitian ini menunjukkan bahwa fleksibilitas operasional menjadi faktor penting dalam meningkatkan ketahanan rantai pasok perusahaan.
Pengaruh Trust, Satisfaction, dan Commitment terhadap Supply Chain Performance melalui Logistics Integration dan Digital E-Logistics pada UMKM Ekspor Gianyar Mohammad Syaiful Hadi; Melia Eka Lestiani; Maniah Maniah
Vifada Management and Digital Business Vol. 3 No. 1 (2026): January - June
Publisher : Yayasan Vifada Cendikia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70184/yawnpr98

Abstract

Tujuan: Penelitian ini bertujuan menguji pengaruh trust, satisfaction, dan commitment terhadap logistics integration, pengaruh logistics integration dan digital e-logistics terhadap supply chain performance, serta peran mediasi logistics integration dan digital e-logistics dalam model penelitian. Metode Penelitian: Penelitian kuantitatif cross-sectional ini melibatkan 120 UMKM eksportir pengguna layanan Pos Ekspor pada Kantorpos Gianyar yang dipilih melalui purposive sampling. Data dikumpulkan melalui kuesioner skala Likert lima poin dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan SmartPLS 4.0. Hasil dan Pembahasan: Trust dan satisfaction terbukti berpengaruh positif signifikan terhadap logistics integration, sedangkan commitment tidak signifikan. Logistics integration merupakan penentu terkuat supply chain performance dan memediasi pengaruh trust serta satisfaction, tetapi tidak memediasi commitment. Digital e-logistics berpengaruh signifikan terhadap supply chain performance dan memediasi pengaruh logistics integration terhadapnya. Implikasi: Manajemen Kantorpos Gianyar disarankan memprioritaskan penguatan trust dan satisfaction serta mempercepat adopsi digital e-logistics UMKM sebagai strategi peningkatan kinerja rantai pasok ekspor. Orisinalitas: Penelitian ini menggabungkan tiga variabel relasional sebagai anteseden paralel logistics integration dan menguji digital e-logistics sebagai mediator lanjutan (sequential mediator) pada konteks BUMN logistik dan UMKM eksportir di Indonesia yang belum banyak diteliti.
Pengaruh Price, Brand Image, dan Service Responsiveness Terhadap Freight Forwarding Selection Decision Melalui Customer Perceived Value Amanda Aryanti; Melia Eka Lestiani; Agus Purnomo
Reslaj: Religion Education Social Laa Roiba Journal Vol. 8 No. 10 (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.v8i10.13387

Abstract

This research investigates how Price, Brand Image, and Service Responsiveness influence the Freight Forwarding Selection Decision, with Customer Perceived Value functioning as a mediating variable among customers who use PT. X’s freight forwarding services. The study was motivated by a 47.32% decline in PT. X’s export shipment volume, falling from 112 containers in January to 59 containers in July 2026, even as national export activity continued to grow. An explanatory research design using a quantitative approach was employed. Questionnaires were administered to 100 respondents who had experience using freight forwarding services for export activities, and the sample was chosen through purposive sampling. The collected data were analyzed with Structural Equation Modeling–Partial Least Squares (PLS-SEM) using SmartPLS 4.0. The findings indicate that all hypotheses from H1 through H10 were accepted. Price, Brand Image, and Service Responsiveness each exert positive and statistically significant effects on both Customer Perceived Value and the Freight Forwarding Selection Decision. Customer Perceived Value also shows a positive and significant impact on the Freight Forwarding Selection Decision, with a path coefficient of 0.398, the strongest direct effect in the model. Service Responsiveness emerges as the strongest driver of Customer Perceived Value, with a coefficient of 0.338. In addition, Customer Perceived Value significantly mediates the effects of Price, Brand Image, and Service Responsiveness on the Freight Forwarding Selection Decision, with indirect effects of 0.092, 0.100, and 0.135, respectively. The R² value of 0.692 suggests that Price, Brand Image, Service Responsiveness, and Customer Perceived Value account for 69.2% of the variance in the Freight Forwarding Selection Decision, while the R² value for Customer Perceived Value is 0.422. Overall, these results imply that customers’ choices of freight forwarding services depend not only on price, but also on corporate image, service responsiveness, and the value customers perceive.
The Effect of SAP Implementation, System Integration, and User Competence on Project Performance Through Procurement Efficiency and Information Completeness at PT ADHI KARYA Ivan Dwi Rahmadhan; Melia Eka Lestiani; Erna Mulyati
Journal of Business, Social and Technology Vol. 7 No. 4 (2026): Journal of Business, Social and Technology
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/bustechno.v7i4.812

Abstract

Background: Construction firms increasingly rely on integrated digital systems to coordinate procurement and project delivery. At PT ADHI KARYA (Persero) Tbk, however, the procurement workflow remains only partially integrated, even though SAP Materials Management (MM), SAP Project System (PS), and e-Procurement are already in use. Objective: This study examines the relationships of SAP Implementation, SAP–e-Procurement Integration, and User Competence with Project Performance, with Procurement Efficiency and Information Completeness specified as intervening mechanisms. Methods: Data were obtained from 100 purposively selected SAP users through an explanatory quantitative survey. The proposed measurement and structural models were evaluated using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 4. Results: Procurement Efficiency was positively associated with SAP Implementation (β = 0.319; p = 0.007), SAP–e-Procurement Integration (β = 0.321; p = 0.002), and User Competence (β = 0.241; p = 0.014). Procurement Efficiency was also positively associated with Information Completeness (β = 0.500; p < 0.001) and Project Performance (β = 0.494; p < 0.001). Information Completeness showed an additional positive association with Project Performance (β = 0.530; p < 0.001). Bootstrap estimates of the indirect effects further supported the mediating roles of Procurement Efficiency and Information Completeness. Conclusion: Project performance is strengthened when SAP and e-Procurement operate as a more integrated workflow, procurement activities are executed efficiently, information is complete and reliable, and users possess the competence required to operate the systems effectively.
Delivery Accuracy, Robotics, and Logistics Information System Integration in Operational Performance Through Sorting Optimization Iqbal Fahmi; Agus Purnomo; Melia Eka Lestiani
Journal of Business, Social and Technology Vol. 7 No. 4 (2026): Journal of Business, Social and Technology
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/bustechno.v7i4.828

Abstract

Background: Logistics transformation at Sentral Pengolahan Pos (SPP) Jakarta, a high-volume mail-processing hub within PT Pos Indonesia (Persero), is taking place amid rising shipment volumes and persistent challenges in national logistics performance. Objective: This study examines the relationships between delivery accuracy, robotic technology implementation, and logistics information system integration and logistics operational performance, with sorting process optimization tested as a mediating variable. Method: The study employed a quantitative explanatory, cross-sectional design using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. Primary data were collected through a 5-point Likert-scale questionnaire administered to 80 employees and operators at SPP Jakarta using total sampling (census). Results: All ten hypothesized structural paths were statistically supported. Delivery accuracy, robotic technology implementation, and logistics information system integration were positively and significantly associated with sorting process optimization and logistics operational performance. Robotic technology implementation showed the largest path coefficient for sorting process optimization (0.471), while logistics information system integration showed the largest direct path coefficient for logistics operational performance (0.434). Sorting process optimization demonstrated statistically significant but limited partial mediation, with Variance Accounted For (VAF) values ranging from 20.31% to 26.05%, indicating that most of the modeled relationships remained direct rather than being transmitted through the mediator. Conclusion: The findings suggest that PT Pos Indonesia should strengthen robotic technology utilization, information system interoperability, and sorting process optimization as complementary operational capabilities. Because the data are cross-sectional and perception-based, the results should be interpreted as structural associations rather than definitive causal effects.
Co-Authors Agus Purnomo Amanda Aryanti Erna Mulyati Iksan Ade Kurniawan Iqbal Fahmi Ivan Dwi Rahmadhan Maniah Maniah Mohammad Syaiful Hadi Ni Putu Nita Astri Lestari Rahmad Ali Umar Dalimunthe