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All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Lira Agusinta
Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia
Economics, Econometrics & Finance

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Strategic Analysis of the Five Pillars in Optimizing Customer Experience in The Express Logistics Industry (Case Study of Tiki Indonesia) Trie Maulana Apriyanto; Juliater Simarmata; Lira Agusinta; Yulianti Keke; Mustikasari Mustikasari
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.v7i5.8360

Abstract

This study aims to analyze the influence of the Strategic 5 Pillars (Customer, Network, Process, Technology, and People) on Customer Experience in the express logistics industry, with a case study on the courier service company TIKI Indonesia. The background of this research stems from the increasing demand for courier services driven by the growth of e-commerce, alongside persistent customer complaints that indicate the need to evaluate user experiences. The research adopts a quantitative approach, utilizing data collected through questionnaires. The population includes all users of TIKI's courier services in 2022–2023, totaling 288,366 users. A purposive sampling technique was applied, and using the Slovin formula, a total of 400 respondents were selected. The data were analyzed using multiple linear regression to examine the influence of each independent variable on customer experience, complemented by Importance–Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The findings reveal that the variables Customer, Network, Technology, and People have a positive and significant effect on customer experience, while Process shows no significant influence. Simultaneously, all five variables significantly affect customer experience. The CSI score of 78.49 indicates that customers are generally satisfied with TIKI’s services. Additionally, the IPA results identify several service attributes that require priority improvements. This study provides strategic implications for TIKI’s management in enhancing service quality through the continuous optimization of the five key pillars examined.
The Impact of Shipping Costs, Market Competition, And Service Quality with Exchange Rate as a Moderating Variable on the Export Volume in Shipping Companies I Gede Srineka Kawibawa; Lira Agusinta; Edhie Budi Setiawan; Eduard Alfian Syamsya; Sarinah Sihombing
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.v7i5.8374

Abstract

This study examines the effects of shipping costs, market competition, and service quality on export volume, with the exchange rate as a moderating variable among Indonesian exporters and freight forwarders using maritime transport and shipping companies also entered into the population to calculate the increase in export volume. A descriptive quantitative method was applied, employing primary data from questionnaires and secondary data from company reports, shipping statistics, and relevant literature. Using purposive sampling and the 10-times rule for 32 indicators, a minimum of 320 respondents was obtained. Data were analyzed with Structural Equation Modeling Partial Least Square (SEM-PLS) using SmartPLS 4. Results reveal that exchange rate, shipping costs, and service quality have a positive and significant impact on export volume. Higher shipping costs accompany increased export activity, while superior service quality enhances efficiency and international trade partner confidence. Conversely, the number of competitors shows no significant effect, indicating that the presence of more shipping operators does not directly raise export shipments. The exchange rate strengthens the relationships between shipping costs and competition with export volume but does not moderate the effect of service quality. These findings highlight the importance of exchange rate stability and improved maritime logistics services to foster Indonesia’s export growth, while expansion of shipping operators should be regulated to ensure competitive pricing and optimal service.
Co-Authors Edhie Budi Setiawan Eduard Alfian Syamsya I Gede Srineka Kawibawa Juliater Simarmata Mustikasari Mustikasari Sarinah Sihombing Trie Maulana Apriyanto Yulianti Keke