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All Journal Cakrawala Repositori Imwi Eduvest - Journal of Universal Studies Vifada Management and Digital Business
Melia Eka Lestiani
Universitas Logistik dan Bisnis Internasional
Aerospace Engineering Computer Science & IT Economics, Econometrics & Finance Environmental Science Health Professions 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

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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.
Co-Authors Agus Purnomo Iksan Ade Kurniawan Maniah Maniah Mohammad Syaiful Hadi Ni Putu Nita Astri Lestari Rahmad Ali Umar Dalimunthe