Article Per Year (5 Year)
p-Index From 2021 - 2026
0.444
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This Author published in this journals
All Journal Dinasti International Journal of Education Management and Social Science Siber Nusantara of Economic and Finance Review (SNEFR)
Erna Mulyati
University of Logistics and International Business, Bandung, Indonesia
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The Influence of Order Complexity and Logistics System Capability on Task-Technology Fit and Fulfillment Center Logistics System Capability: A Study on E-Commerce Fulfillment Centers Dani Ramdani; Agus Purnomo; Erna Mulyati
Dinasti International Journal of Education Management And Social Science Vol. 6 No. 6 (2025): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v6i6.4859

Abstract

This study explores how the complexity of customer orders and the strength of logistics systems impact service quality in E-Commerce fulfillment centers, using the Task-Technology Fit (TTF) model as a framework. The research focuses on E-Commerce companies in the Jabodetabek area, gathering data from 200 employees through a quantitative method using SEM-PLS. Results show that while complex orders can improve the alignment between tasks and technology, they may reduce logistics system effectiveness. However, strong logistics capabilities enhance both TTF and service quality. The study highlights TTF as a key factor linking logistics performance to service outcomes. These findings offer both theoretical insights into the TTF model and practical guidance for E-Commerce businesses aiming to improve service efficiency by better aligning technology, logistics, and task demands.
The Effect of Logistics Distribution Performance on Customer Satisfaction at the 3PL Company PT.X in Padang, West Sumatra Bening Sahara; Erna Mulyati
Siber Nusantara of Economic and Finance Review Vol. 2 No. 2 (2026): Siber Nusantara of Economic and Finance Review (April - September 2026)
Publisher : Siber Nusantara Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/snefr.v2i2.1123

Abstract

This study aims to analyze the effect of logistics distribution performance on customer satisfaction at third-party logistics (3PL) companies in Padang, West Sumatra. Operational issues such as delivery delays, discrepancies in the quantity of goods, damaged goods, and tracking system problems can lower customer satisfaction levels. The empirical gap in this study is that previous research has shown mixed results regarding the impact of delivery delays, discrepancies in goods, damaged goods, and tracking systems on customer satisfaction. This study aims to analyze and validate the hypotheses of previous research regarding whether delivery delays, discrepancies in goods, damaged goods, and tracking systems have a significant impact on customer satisfaction. This study employs a quantitative approach using Partial Least Squares-Structural Equation Modeling (PLS-SEM) via the SmartPLS software. Data were collected from 50 distributor customers using a five-point Likert scale questionnaire with a saturation sampling technique. The results indicate that the variables “product damage” and “delivery delays” have p-values < 0.05 and T-statistics > 1.96, indicating a significant effect on customer satisfaction. Meanwhile, the variables of product nonconformity and the tracking system, with p-values of 0.393 and T-statistics of 0.854, did not have a significant effect on customer satisfaction. The tracking system variable had a p-value of 0.798 and a T-statistic of 0.256, indicating that it did not have a significant effect on customer satisfaction.
Co-Authors Agus Purnomo Bening Sahara Dani Ramdani