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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science
Edi Abdurachman
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance Education

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The Effect of on Time Performance, Tracking System and Cargo Insurance on Customer Loyalty Through Customer Satisfaction Moderated By Age Isti Fani; Edi Abdurachman; Juliater Simarmata; Nofrisel Nofrisel
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 4 (2026): Dinasti International Journal of Education Management and Social Science (April
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i4.6276

Abstract

This study examines the effects of on-time performance, tracking systems, and cargo insurance on customer loyalty in logistics services, with customer satisfaction as a mediating variable and age as a moderating factor. A quantitative approach was applied using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected through questionnaires from 318 logistics service users, providing adequate statistical robustness. The findings indicate that on-time performance, tracking systems, and cargo insurance significantly influence both customer satisfaction and customer loyalty. Customer satisfaction plays a key mediating role by strengthening the relationship between service attributes and loyalty. Moderation analysis shows that age strengthens these relationships among Generation Z. Overall, the study highlights the critical role of service reliability, information transparency, and risk protection in enhancing customer satisfaction and loyalty in logistics services
Analysis of The Influence of Service Quality, Price, and Reputation on Customer Loyalty with Customer Satisfaction as a Mediating Variable in a Freight Forwarding Company Eli Sofah; Nelmida Nelmida; Sita Anisah Sholihah; Cecep Pahrudin; Edi Abdurachman
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 5 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i5.8343

Abstract

This study examines the effects of service quality, price, and reputation on customer satisfaction and customer loyalty in the freight forwarding industry. The research is motivated by the need to identify key determinants of customer loyalty in an increasingly competitive logistics market. A descriptive quantitative approach was applied, with data collected from customers who have used freight forwarding services. The sample consisted of 250 respondents, determined using the Hair et al. formula (5 × number of indicators), and data were gathered through structured questionnaires. Structural Equation Modeling (SEM) was employed to analyze both direct and indirect relationships among variables. The results indicate that service quality, price, and reputation positively influence customer satisfaction, while customer satisfaction has a significant positive effect on customer loyalty. Furthermore, service quality and reputation indirectly affect loyalty through satisfaction, whereas the indirect effect of price through satisfaction is not statistically significant. These findings suggest that freight forwarding companies should focus on improving service quality and strengthening corporate reputation to enhance customer satisfaction and achieve sustainable customer loyalty.
Co-Authors Cecep Pahrudin, Cecep Eli Sofah Isti Fani Juliater Simarmata Nelmida Nelmida Nofrisel Nofrisel Sita Anisah Sholihah