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All Journal Jurnal Basicedu Jurnal Basicedu Novatio : Journal of Management Technology and Innovation Logistica : Journal of Logistic and Transportation
Koesmariadi, Fransiska Agustina
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Decision Sciences, Operations Research & Management Education Mathematics Social Sciences Transportation

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Journal : Logistica : Journal of Logistic and Transportation

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Logistics Dimensions and Their Influence on Online Shopping Satisfaction: Evidence from Bandung, Indonesia Koesmariadi, Fransiska Agustina; Agusinta, Lira
Logistica : Journal of Logistic and Transportation Vol. 2 No. 2 (2024): April 2024
Publisher : Indonesian Scientific Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/logistica.v2i2.675

Abstract

The rapid growth of e-commerce in Southeast Asia, particularly in Indonesia, has transformed logistics into a critical factor shaping customer satisfaction. Yet, the specific contribution of individual logistics dimensions in urban Indonesian contexts remains underexplored. To address this gap, this study applies the SERVQUAL and Expectation Confirmation Theory (ECT) frameworks to examine how delivery speed, order accuracy, product condition upon arrival, tracking system effectiveness, and complaint responsiveness influence customer satisfaction among e-commerce users in Bandung. A quantitative survey of 100 active users was conducted, and data were analyzed using multiple linear regression. The results show that delivery speed (β = 0.337, p < 0.001), order accuracy (β = 0.172, p = 0.002), and product condition (β = 0.175, p = 0.002) significantly enhance satisfaction, while tracking and complaint responsiveness are not statistically significant; the model explains 57% of the variance (R² = 0.57). These findings highlight that fulfillment-related dimensions are more decisive than post-purchase support in shaping consumer evaluations. This study contributes by contextualizing SERVQUAL and ECT within Southeast Asian urban e-commerce settings and provides actionable guidance: e-commerce platforms in Indonesia should prioritize delivery speed, order accuracy, and product condition as key drivers of customer satisfaction.
Co-Authors Agusinta, Lira Endang Widyastuti Karimi, Kasman M. JACKY Moh. Kurdi Nasution Nasution Siswadhi, Ferry