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All Journal Dinasti International Journal of Education Management and Social Science Jurnal Ilmu Manajemen Terapan (JIMT) Siber Journal of Transportation and Logistics
Maniah Maniah
Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education

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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.
Developing an Operational Performance Model for The Aircraft Maintenance, Repair, and Overhaul (MRO) Industry in Indonesia: The Mediating Role of Inventory Control Performance Dedy Saputra; Erna Mulyati; 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.v4i2.1105

Abstract

Aviation companies which are involved in Maintenance, Repair, and Overhaul sector are facing challenges in terms of attaining high performance due to inventory complexity, material availability, and the emergence of a new need for having extended digital capabilities. This paper attempts to propose an operational performance model by investigating the inventory control performance’s influence mechanism on the relationship between ERP Flexibility, Inventory Management, and Digital Transformation Integration on the one hand and Operational Performance on the other. The paper builds upon the framework advanced by Saputra et al. (2025), who examined the role of digital transformation integration and inventory management in the aircraft MRO industry. The current study extended the framework by including Inventory Control Performance as the mediator. The data were collected from 196 respondents working in an aviation company involved in MRO activities in Indonesia, and they were analyzed using Partial Least Squares Structural Equation Modeling. The analysis revealed that ERP Flexibility, Inventory Management, and Digital Transformation Integration positively and significantly predicted Inventory Control Performance (β = 0.504, 0.550, and 0.485; p < 0.001). Inventory Control Performance, in turn, significantly and positively predicted Operational Performance (β = 0.326; p < 0.001). The mediation was also found significant. The model can explain 82.2% of the variance in Inventory Control Performance and 83.3% of the variance in Operational Performance; thus, it can be used to manage inventory control capabilities in aviation companies involved in MRO activities.
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.
Development of a Triple Bottom Line-Based Model for Sustainable Warehouse Performance: The Mediating Role of Warehouse Operational Performance in Indonesia’s FMCG Distribution Industry M. Rizki Gusri; Erna Mulyati; 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.v4i2.1109

Abstract

The FMCG distribution industry in Indonesia faces pressure to implement sustainable warehousing. High carbon emissions from warehouse operations and the absence of national standards provide the background for this study. The study aims to examine the effects of Economic, Environmental, and Social factors on Warehouse Operational Performance and Sustainable Warehousing Performance. The study also examines the mediating role of Warehouse Operational Performance. The method used was a quantitative confirmatory approach with a cross-sectional survey. The respondents comprised 150 Warehouse Managers, Warehouse Supervisors, Operations Coordinators, and related staff. The data were analyzed using SEM-PLS with SmartPLS. The results show that all ten hypotheses were supported. Social Factors were the most dominant predictors of Warehouse Operational Performance (β = 0.403) and Sustainable Warehousing Performance (β = 0.266). Warehouse Operational Performance had a significant effect on Sustainable Warehousing Performance (β = 0.343) and served as a partial mediator. The model had strong explanatory power, with R² = 0.739 and 0.833. The study strengthens the integration of the Resource-Based View, Natural Resource-Based View, Stakeholder Theory, and Dynamic Capability Theory. Practical recommendations are directed at prioritizing social aspects and warehouse operational capabilities.
Integrasi Green Logistics, Smart Logistics Technology, dan Last-Mile Delivery sebagai Determinan Loyalitas Pelanggan melalui Customer Experience : Studi Empiris Pada PT Pos Indonesia (Persero) Abad Kartika Dwi Putra; Agus Purnomo; 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.v4i2.1111

Abstract

Penelitian ini menganalisis pengaruh Green Logistics, Smart Logistics Technology, dan Last-Mile Delivery terhadap Customer Loyalty melalui Customer Experience pada PT Pos Indonesia (Persero). Penelitian menggunakan pendekatan kuantitatif dengan metode explanatory research terhadap 150 pelanggan yang dipilih menggunakan purposive sampling. Analisis data dilakukan menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa Green Logistics, Smart Logistics Technology, dan Last-Mile Delivery berpengaruh positif dan signifikan terhadap Customer Experience maupun Customer Loyalty. Customer Experience juga terbukti berpengaruh signifikan terhadap Customer Loyalty serta memediasi hubungan ketiga variabel eksogen dengan loyalitas pelanggan. Smart Logistics Technology memberikan kontribusi paling dominan dalam meningkatkan Customer Experience. Temuan ini menegaskan pentingnya integrasi praktik logistik berkelanjutan, transformasi digital, dan kualitas layanan pengiriman akhir sebagai strategi untuk memperkuat pengalaman serta loyalitas pelanggan pada industri logistik.
Dampak Strategi Mitigasi Risiko Konsumen terhadap Perceived Last Mile Delivery Performance dan Expected Return to Origin pada Transaksi Cash on Delivery Mukhamad Ryan; 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.v4i2.1174

Abstract

Metode pembayaran Cash on Delivery sangat mendominasi ekosistem e-commerce Indonesia namun memicu tingginya kegagalan pengiriman. Dengan pendekatan Behavioral Supply Chain Management dan Consumer Trust Theory, penelitian ini bertujuan menganalisis pengaruh Perceived Logistic Risk, Traceability, dan Delivery Time Predictability terhadap Cash on Delivery Preference serta dampaknya pada Perceived Lastmile Delivery Performance dan Expected Return to Origin. Metode kuantitatif eksplanatori diterapkan pada data primer dari 185 responden (N=185) pengguna e-commerce yang diperoleh melalui purposive sampling, kemudian dianalisis menggunakan SEM-PLS. Hasil pengujian menunjukkan semua hipotesis diterima secara signifikan. Secara langsung, Perceived Logistic Risk (β=0,319), Traceability (β=0,177), dan Delivery Time Predictability (β=0,262) berpengaruh positif signifikan terhadap Cash on Delivery Preference. Selanjutnya, Cash on Delivery Preference berpengaruh positif signifikan terhadap Perceived Lastmile Delivery Performance (β=0,608) dan positif signifikan terhadap Expected Return to Origin (β=0,625) yang mengindikasikan bahwa tingginya preferensi Cash on Delivery pada kondisi tertentu dapat menurunkan kemungkinan kiriman retur. Penelitian ini memberikan implikasi strategis bagi platform e-commerce dan penyedia jasa kurir untuk merumuskan intervensi operasional yang seimbang antara pemenuhan kebutuhan proteksi risiko konsumen dan efisiensi biaya akibat risiko pengembalian barang.
Co-Authors Abad Kartika Dwi Putra Agus Purnomo Atik Fauziah Hadad Christin M Daniel Andreanto Wirawan Dedy Saputra Della Galuh Anastasia Erna Mulyati Haris Fitriadi Lisnawati Lisnawati M. Alhadi Aprizani M. Rizki Gusri Melia Eka Lestiani Muhammad Andrey Alfian Mukhamad Ryan Rahman Fathan Rizky Khoiriyah Hasibuan Tina Tina Wahyu Indra Permata