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Mhd Ramadhan
Manajemen, Universitas Efarina
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Strategies for developing competitive advantage to increase customer satisfaction in the logistics business in Indonesia Mhd Ramadhan; Efendi Efendi; Robert Tua Siregar; Randika Saragih; Agus Siswanto
Economic: Journal Economic and Business Vol. 5 No. 2 (2026): ECONOMIC: Journal Economic and Business
Publisher : Lembaga Riset Mutiara Akbar (LARISMA)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56495/ejeb.v5i2.1573

Abstract

This study aims to analyze competitive advantage development strategies to improve customer satisfaction in the logistics business in Indonesia. Increasingly fierce competition demands logistics companies to be able to create superior value through service quality and customer value. This study uses a quantitative approach with a survey method of logistics service users, with data collection through an online questionnaire. The variables studied include service quality, customer value, competitive advantage, and customer satisfaction. Data analysis was conducted using the Structural Equation Modeling (SEM) method to test the relationship between variables. The results show that service quality and customer value have a positive and significant effect on competitive advantage. In addition, service quality, customer value, and competitive advantage also have a positive and significant effect on customer satisfaction. These findings indicate that improving service quality and creating customer value can effectively enhance a company's competitive advantage. A strong competitive advantage will impact on increasing customer satisfaction with the services received. Therefore, logistics companies need to continue to develop strategies that focus on improving service quality and customer value to maintain competitiveness and increase customer satisfaction sustainably.
Co-Authors Ade May Luky Harefa Ade May Luky Harefa Adrian K. Tarigan Agus Siswanto Agus Siswanto AKBAR, MAULANA Alamin, Ahmad Jet Amanda Aqilla Andini, Reyna Anju Bherna D Nainggolan Anju Bherna D Nainggolan Ariska, Winda Augustinus S. Sitanggang Ben Setiawan Barus Butar-butar, Diana Florenta Butarbutar, Marisi Carolina, Elisa Daulay, Maswan Dian Maya Sari Diana Butar-butar Diana Florenta Diana Florenta Butar Butar Dwi, Elly Dwianti, Bulan Efendi, Efendi Egi Kurniawan Eka Afgitia Elpina Tanjung Fitriyah, Disti Florenta, Diana Hadi Panjaitan Hendri Mayanta Henny Gultom Hutapea, Vhera Novita Indah Lestari Panjaitan Iqbal Giffari Ritonga Jopinus Saragih Jumadiah Wardati Lilis, Lilis Lubis, Risa Kartika Manalu, Lustiana Elfrida Manik, Demak Margono Margono Muhammad Agil Akbar Muhammad Alfi Nainggolan, Anju Bherna D. Novika Br Pandia Nurmasdalifah Nurmasdalifah Oktaviani Manurung Pandinata, Benny Sofian Panjaitan, Hadi Parlin Dony Sipayung Perlaban Karo Karo Purba, Mutiara Nur Umairoh Br Purba, Pantro Seni Arjo Purba, Serliana Randika Saragih Renni Sania Risa Kartika Robert Tua Siregar Rosita Simanungkalit Roulina, Devriyani Ryanto Safitri, Tiara Dila Santa Elisabet Saragih, Iyen Rivaldo Saragih, Jayati Taruli Saragih, Jon Martuahman Saragih, Jon Saiganda Saragih, Yosia Stefen Sarumpaet, Nursakinah Silalahi, Indri Lamtio Siska Aulia Lingga Sitanggang, Augustinus Sondang Mangoloi surbakti, Dedy Umairah, Mutiara Nur Yeni Trisna Purba Yudha Andika Zenila Zalukhu