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All Journal Dinasti International Journal of Education Management and Social Science Jurnal Ilmu Manajemen Terapan (JIMT) Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Jurnal Keselamatan Kesehatan Kerja dan Lingkungan JURNAL PABEAN : PERPAJAKAN BISNIS EKONOMI AKUNTANSI MANAJEMEN Vortex Amkop Management Accounting Review (AMAR) Sainteks: Jurnal Sain dan Teknik Siber Journal of Transportation and Logistics
Melia Eka Lestiani
Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia
Aerospace Engineering Humanities Chemical Engineering, Chemistry & Bioengineering Chemistry Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Engineering Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mechanical Engineering Public Health Social Sciences

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The Influence of Digital Transformation Dimensions on Operational Efficiency and Logistics Service Performance at KCU Padang PT Pos Indonesia Wahyu Indra Permata; Maniah Maniah; Melia Eka Lestiani
Siber Journal of Transportation and Logistics Vol. 4 No. 1 (2026): (SJTL) Siber Journal of Transportation and Logistics (April - June 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i1.795

Abstract

This study examines the influence of three digital transformation dimensions, technology adoption, digital HR readiness, and top management support, on operational efficiency and logistics service performance at PT Pos Indonesia's Padang Main Branch Office. Using the TOE Framework and PLS-SEM with SmartPLS 4.0, data from 58 employees were analyzed. Five of six hypotheses were supported, revealing a previously undocumented cross dimensional pattern, digital HR readiness emerged as the strongest predictor of operational efficiency (β = 0.553, f² = 0.485), while technology adoption and top management support more strongly influenced service performance. The model explains 77.2% and 69.8% of variance respectively. These findings indicate that internal efficiency is primarily determined by human readiness, while customer facing service quality is driven by the combination of technology and leadership.
Peran Moderasi Frekuensi Penggunaan Shopee pada Pengaruh Service Quality dan Service Recovery terhadap Kepuasan dan Loyalitas Pelanggan Khoirul Auliya Lubis; Erna Mulyati; Melia Eka Lestiani
Jurnal Manajemen Pendidikan dan Ilmu Sosial Vol. 7 No. 4 (2026): Jurnal Manajemen Pendidikan dan Ilmu Sosial (Juni- Juli 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v7i4.8431

Abstract

Studi ini menguji pengaruh service quality dan persepsi kemampuan service recovery terhadap kepuasan dan loyalitas pelanggan layanan pengiriman Shopee di Kantor Pos Cabang Kediri, BUMN logistik nasional, dengan frekuensi penggunaan sebagai variabel moderator. Konteks penelitian adalah tekanan operasional ekstrem pasca perluasan layanan Cash on Delivery (COD) pada Agustus 2025 yang memicu lonjakan volume kiriman 365,90% dan peningkatan komplain 441,67%. Studi menggunakan desain kuantitatif verifikatif dengan 200 responden dan analisis PLS-SEM (SmartPLS 4.0). Hasil menunjukkan service quality (β=0,416; p<0,001) dan persepsi kemampuan service recovery (β=0,292; p<0,001) berpengaruh positif signifikan terhadap kepuasan pelanggan. Kepuasan pelanggan merupakan determinan dominan loyalitas (β=0,588; p<0,001). Hipotesis moderasi frekuensi penggunaan ditolak (H4: β=−0,057, p=0,501; H5: β=0,090, p=0,213), mengkonfirmasi Boundary Condition Relationship Marketing Theory pada konteks switching cost struktural tinggi. Kepuasan pelanggan memediasi secara penuh pengaruh service quality terhadap loyalitas (β=0,245) dan secara parsial pengaruh service recovery terhadap loyalitas (VAF=39,9%). Kontribusi utama adalah konfirmasi boundary condition RMT dan bukti empiris mekanisme ganda service recovery melalui jalur kepuasan dan trust institusional langsung (β=0,259) dalam konteks BUMN logistik Indonesia.
Pengaruh Adopsi Teknologi Logistik Hijau dan Komitmen Manajerial terhadap Kinerja Rantai Pasok Berkelanjutan melalui Inovasi Hijau pada Perusahaan Logistik di Indonesia Rizky Khoiriyah Hasibuan; Maniah Maniah; Melia Eka Lestiani
Jurnal Ilmu Manajemen Terapan Vol. 7 No. 3 (2026): Jurnal Ilmu Manajemen Terapan (Januari - Februari 2026)
Publisher : Dinasti Review Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jimt.v7i3.7857

Abstract

Penelitian ini bertujuan menganalisis pengaruh adopsi teknologi logistik hijau dan komitmen manajerial terhadap kinerja rantai pasok berkelanjutan melalui peran mediasi inovasi hijau pada perusahaan logistik di Indonesia. Penelitian menggunakan pendekatan kuantitatif dengan desain eksplanatori dan data cross-sectional yang diperoleh dari 150 manajer, supervisor, dan staf senior perusahaan logistik. Analisis dilakukan menggunakan pemodelan persamaan struktural. Hasil penelitian menunjukkan bahwa adopsi teknologi logistik hijau dan komitmen manajerial berpengaruh signifikan terhadap inovasi hijau, yang selanjutnya meningkatkan kinerja rantai pasok berkelanjutan. Inovasi hijau berperan sebagai mediator parsial. Model mampu menjelaskan 41,9% variasi inovasi hijau dan 68,5% variasi kinerja rantai pasok berkelanjutan, yang menunjukkan kemampuan penjelasan moderat hingga kuat. Temuan ini menegaskan pentingnya integrasi teknologi ramah lingkungan dan komitmen manajerial melalui inovasi hijau guna memperkuat keberlanjutan rantai pasok jangka panjang.
Peran Efisiensi Operasional dalam Hubungan Teknologi Digital dan Infrastruktur Fisik terhadap Kinerja Tim Gudang PT. XYZ Daniel Andreanto Wirawan; Melia Eka Lestiani; Maniah Maniah
Jurnal Ilmu Manajemen Terapan Vol. 7 No. 4 (2026): Jurnal Ilmu Manajemen Terapan (Maret - April 2026)
Publisher : Dinasti Review Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jimt.v7i4.7962

Abstract

Penelitian ini berjudul Peran Efisiensi Operasional dalam Hubungan Teknologi Digital dan Infrastruktur Fisik terhadap Kinerja Tim Gudang PT. XYZ. Studi ini dilatarbelakangi oleh kebutuhan peningkatan kinerja operasional gudang pada industri manufaktur cat yang menghadapi kompleksitas pengelolaan persediaan serta tuntutan integrasi sistem digital dan infrastruktur fisik. Penelitian ini bertujuan menganalisis pengaruh transparansi data stok berbasis konsep blockchain, manajemen persediaan berbasis cloud, dan peralatan penanganan material terhadap kinerja tim gudang dengan efisiensi tata letak gudang sebagai variabel mediasi. Pendekatan kuantitatif digunakan melalui survei terhadap 252 responden dan dianalisis menggunakan Structural Equation Modeling berbasis Partial Least Squares. Hasil penelitian menunjukkan bahwa transparansi data stok berbasis blockchain berpengaruh langsung terhadap kinerja tim gudang sebesar 0,214, manajemen persediaan berbasis cloud sebesar 0,238, dan peralatan penanganan material sebesar 0,341. Pengaruh terbesar terhadap efisiensi tata letak gudang berasal dari peralatan penanganan material dengan koefisien 0,729 dan nilai efek 0,532 yang termasuk kategori besar. Efisiensi tata letak gudang juga berpengaruh signifikan terhadap kinerja tim gudang sebesar 0,262 serta memediasi hubungan variabel independen terhadap kinerja. Penelitian ini menyimpulkan bahwa peralatan penanganan material merupakan faktor paling dominan dalam meningkatkan kinerja tim gudang melalui optimalisasi tata letak operasional.
The Implications of Logistics Service Quality, Logistics Tariff, and Advanced Technology on the Courier Logistics Performance PT Satria Antaran Prima Tbk with Customer Satisfaction as a Mediating Variable Agastya Pramadya; Melia Eka Lestiani; Erna Mulyati
Siber Journal of Transportation and Logistics Vol. 4 No. 1 (2026): (SJTL) Siber Journal of Transportation and Logistics (April - June 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i1.681

Abstract

PT Satria Antaran Prima Tbk experienced a 6.59% decline in Gross Operating Profit (GOP) in 2024 despite a 9.7% increase in revenue, accompanied by customer complaints on social media. This condition indicates potential issues related to courier logistics performance and customer satisfaction associated with logistics service quality, tariffs, and technology utilization. This study aims to examine the effects of Logistics Service Quality, Logistics Tariff, and Advanced Technology on Customer Satisfaction and Courier Logistics Performance. Using a quantitative approach with PLS-SEM analysis, data were collected from 392 active customers in Jakarta. The findings reveal that Logistics Service Quality, Logistics Tariff, and Advanced Technology positively and significantly influence Customer Satisfaction. Furthermore, Customer Satisfaction significantly improves Courier Logistics Performance and mediates the relationship between the independent variables and Courier Logistics Performance. These findings highlight the importance of service quality, competitive pricing, and technological advancement in enhancing customer satisfaction and logistics performance.
An Integrative Model of Logistics Performance: Examining the Role of Customer Satisfaction in Linking Vendor Performance, Pricing Strategy, and Service Quality Bambang Lukmanul Hakim; Agus Purnomo; Melia Eka Lestiani
Siber Journal of Transportation and Logistics Vol. 4 No. 1 (2026): (SJTL) Siber Journal of Transportation and Logistics (April - June 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i1.688

Abstract

The rapid development of the logistics and courier service industry, along with the growth of e-commerce, requires companies to continuously improve operational performance and service quality. The logistics performance of courier services is influenced not only by internal factors but also by the integration of vendor performance, pricing strategy, and service quality, all of which contribute to shaping customer satisfaction. This study aims to analyze the effect of vendor performance, pricing strategy, and service quality on customer satisfaction and logistics performance, as well as to examine the role of customer satisfaction as a mediating variable in courier service companies in Riau Province. This study employed a quantitative approach using the Structural Equation Modeling Partial Least Square (SEM-PLS) method. The research data were collected through questionnaires distributed to 150 users of courier services. The variables analyzed include vendor performance, pricing strategy, service quality, customer satisfaction, and logistics performance. The results indicate that vendor performance, pricing strategy, and service quality have positive effects on customer satisfaction. Service quality has the most dominant influence on customer satisfaction, followed by pricing strategy and vendor performance. Customer satisfaction also has a positive effect on logistics performance. In addition, customer satisfaction serves as a partial mediating variable in the relationship between vendor performance, pricing strategy, service quality, and logistics performance. The non-linear analysis further reveals that the quadratic effects of service quality, pricing strategy, and vendor performance have significant negative effects on customer satisfaction, indicating the presence of a diminishing return effect in which increases in these variables beyond a certain threshold no longer lead to proportional increases in customer satisfaction. This study concludes that improving the logistics performance of courier service companies can be achieved through the integration of vendor operational performance, customer value-based pricing strategies, and enhanced service quality in order to create sustainable customer satisfaction.  
The Influence of Technology Acceptance Model on Service Level Agreement Through Actual System Use in Last-Mile Logistics Operations Haris Fitriadi; Maniah Maniah; Melia Eka Lestiani
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.989

Abstract

This study examines the influence of Technology Acceptance Model (TAM) on Service Level Agreement (SLA) achievement through Actual System Use in last-mile logistics operations at SiCepat Ekspres. Utilizing a quantitative approach and variance-based structural equation modeling (PLS-SEM), data were collected from 278 operational employees. Six TAM constructs Perceived Usefulness (PU), Perceived Ease of Use (PEOU), Trust, Perceived Risk, Organizational Readiness, and Social Influence were examined as independent variables, with Actual System Use as mediating variable and SLA as the dependent variable. Results reveal that Social Influence is the strongest predictor of Actual System Use (β = 0.420), while Actual System Use significantly drives SLA achievement (β = 0.585). The model explains 75.5% of SLA variance, underscoring the central role of actual technology use as a strategic mediator in the TAM–SLA relationship within last-mile logistics operations.
Analysis of The Effects of Pickup Service, Loading and Unloading, Transportation, and Price on Logistics Customer Satisfaction Through Logistics Service Quality: A Study of Educational Material Distribution for Universitas Terbuka by PT POS Indonesia, Tangerang Main Branch Tina Tina; Melia Eka Lestiani; Maniah Maniah
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1095

Abstract

This study aims to examine the effects of Pickup Service, Loading and Unloading, Transportation, and Pricing on Logistics Customer Satisfaction through Logistics Service Quality in the distribution of educational materials for Universitas Terbuka by PT Pos Indonesia, Tangerang Main Branch. A quantitative research approach was employed, involving 129 respondents selected through stratified random sampling from a population of 190 respondents. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3 software. All measurement indicators satisfied the required validity and reliability criteria, with outer loadings exceeding 0.700, Cronbach's Alpha and Composite Reliability values above 0.700, and Average Variance Extracted (AVE) values greater than 0.500.The findings reveal that Pickup Service (T = 2.564, p < 0.001), Loading and Unloading (T = 2.417, p = 0.016), Transportation (T = 3.076, p = 0.002), and Pricing (T = 2.323, p = 0.021) each have a positive and statistically significant effect on Logistics Service Quality. Furthermore, Logistics Service Quality has a positive and significant effect on Logistics Customer Satisfaction (T = 4.106, p < 0.001). The direct effects of all independent variables on Logistics Customer Satisfaction are also statistically significant. Regarding the mediating role of Logistics Service Quality, significant indirect effects were found for Pickup Service (T = 2.201, p = 0.028), Transportation (T = 3.076, p = 0.002), and Pricing (T = 2.051, p = 0.041), whereas the indirect effect of Loading and Unloading was not statistically significant (T = 1.893, p = 0.059). The Adjusted R² values of 0.557 and 0.711 indicate that the proposed model explains 55.70% of the variance in Logistics Service Quality and 71.10% of the variance in Logistics Customer Satisfaction, respectively.
Determinants of Beneficiary Satisfaction in the Free Nutritious Meal Program Based on Packaging Quality, Food Quality, and MBG Delivery Vehicles: The Mediating Role of Distribution Performance (A Case Study at the Indonesian National Police Nutrition Fulfillment Center, Semarang Police Resort) Ayu Wanda Candrasa Haq; Erna Mulyati; Melia Eka Lestiani
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1103

Abstract

This study aims to examine the direct and indirect effects among Packaging Quality, Food Quality, MBG Delivery Vehicles, Distribution Performance, and Beneficiary Satisfaction within the Free Nutritious Meal (MBG) Program. A quantitative research approach was employed using a survey method involving 112 beneficiaries of the MBG Program at the Nutrition Fulfillment Center (SPPG) of the Indonesian National Police, Semarang Police Resort. Respondents were selected through purposive sampling. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The findings indicate that Packaging Quality significantly affects Distribution Performance (T = 4.600; p = 0.000) and Beneficiary Satisfaction (T = 6.028; p = 0.000). Food Quality also has significant positive effects on Distribution Performance (T = 3.859; p = 0.000) and Beneficiary Satisfaction (T = 3.606; p = 0.000). Likewise, MBG Delivery Vehicles significantly influence Distribution Performance (T = 2.303; p = 0.022) and Beneficiary Satisfaction (T = 3.457; p = 0.001). Furthermore, Distribution Performance has a significant positive effect on Beneficiary Satisfaction (T = 3.493; p = 0.001) and mediates the relationships between Packaging Quality (T = 2.410; p = 0.016), Food Quality (T = 2.597; p = 0.010), MBG Delivery Vehicles (T = 1.996; p = 0.046), and Beneficiary Satisfaction. These findings suggest that improving packaging quality, food quality, and the capability of MBG delivery vehicles, supported by effective distribution performance, can substantially enhance beneficiary satisfaction with the Free Nutritious Meal Program.
Determinants of Customer Satisfaction in Pos Kilat Khusus Services at PT Pos Indonesia Bengkulu Main Branch through Last Mile Delivery Performance M. Alhadi Aprizani; Melia Eka Lestiani; Maniah Maniah
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1107

Abstract

This study examines the effects of Packaging, Pickup Service, and Transportation on Customer Satisfaction through Last Mile Delivery Performance at PT Pos Indonesia Bengkulu Main Branch. A quantitative approach employing Structural Equation Modeling–Partial Least Squares (SEM-PLS) was adopted. Data were collected from 119 customers selected using purposive sampling. The findings reveal that Packaging positively affects Last Mile Delivery Performance (β = 0.310, t = 4.200, p < 0.001) and Customer Satisfaction (β = 0.283, t = 3.843, p < 0.001). Pickup Service positively influences Last Mile Delivery Performance (β = 0.262, t = 3.273, p = 0.001) and Customer Satisfaction (β = 0.205, t = 2.627, p = 0.009). Transportation also has significant positive effects on Last Mile Delivery Performance (β = 0.258, t = 4.059, p < 0.001) and Customer Satisfaction (β = 0.197, t = 2.854, p = 0.004). Furthermore, Last Mile Delivery Performance significantly affects Customer Satisfaction (β = 0.294, t = 3.731, p < 0.001) and partially mediates the effects of Packaging (β = 0.091, t = 2.411, p = 0.016), Pickup Service (β = 0.077, t = 2.608, p = 0.009), and Transportation (β = 0.076, t = 2.726, p = 0.007) on Customer Satisfaction. These findings highlight the strategic role of integrated logistics operations in enhancing customer satisfaction.
Co-Authors Adryany Hamidin Agastya Pramadya Agus Purnomo Ahmad Rosadi Anggi Widya Purnama Ato Kusnandar Ayu Wanda Candrasa Haq Bambang Lukmanul Hakim Benedictus Mardwianta, Benedictus Budiono, Cyrilus Sukaca Damayanti, Mirza Azzahra Danan Prasetya Sudarso Daniel Andreanto Wirawan Desima Ramalia Eko Poerwanto Erna Mulyati Fahmi Nurul Fikri Fikri, Fahmi Nurul Hamidin, Adryany Haris Fitriadi Jannah, Tsamratul Khoirul Auliya Lubis Kusuma, Muhammad Nabil M. Alhadi Aprizani Maniah Maniah Maniah Maniah Meilasari Cita Prawakca Mirza Azzahra Damayanti Muhammad Nazhim Maulana Mukhamad Ryan Ramalia, Desima Rizky Khoiriyah Hasibuan Sandy Noviandy Saptono Kudanu Waskito Saptono Kusdanu Waskito Shabrina, Fitriana Nur SISWANTO, BUDI NUR Syafrianita Syafrianita Tina Tina Wahyu Indra Permata Waskito, Saptono Kudanu Waskito, Saptono Kusdanu Widodo, Erlangga Putragung Yayuk Dwi Indriani Yunanto, Riki Achmad