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All Journal Jurnal Ekonomi, Teknologi dan Bisnis Journal of Indonesian Management
Nurul Aziz Pratiwi
Universitas Pendidikan Indonesia
Humanities Astronomy Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences

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The Role of Customer Satisfaction in Linking Service Quality and Customer Loyalty in E-Logistics Management in West Java Nurul Aziz Pratiwi; Ratih Hurriyati; Puspo Dewi Dirgantari
Journal of Indonesian Management Vol. 5 No. 4 (2025): December
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/jim.v5i4.3545

Abstract

The rapid growth of e-commerce in Indonesia has increased the strategic role of e-logistics services in shaping customer experience and competitiveness, particularly in West Java as one of the largest logistics markets. This study aims to examine the effect of e-logistics service quality on customer loyalty, with customer satisfaction as a mediating variable. A quantitative research approach was employed using a survey method. Data were collected from 200 e-logistics service users in West Java through structured questionnaires and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4.0. The results reveal that e-logistics service quality has a positive and significant effect on customer satisfaction. Customer satisfaction also has a positive and significant effect on customer loyalty. However, e-logistics service quality does not directly influence customer loyalty. Further analysis confirms that customer satisfaction fully mediates the relationship between e-logistics service quality and customer loyalty. These findings indicate that improving service quality alone is insufficient to foster customer loyalty unless it is translated into perceived satisfaction. This study highlights the strategic role of customer satisfaction as a key mechanism linking service quality and loyalty in the e-logistics context. The results provide theoretical contributions to service quality and loyalty models in digital logistics, as well as practical implications for e-logistics providers and e-commerce platforms in designing customer-oriented service strategies to enhance long-term customer retention in West Java.
Dimensions of Systemic Failure in Traditional Market Waste Management: A Scoping Review of Empirical Studies in Bandung Raya Metropolitan Area Tri Widarmanti; Agus Rahayu; Lili Adi Wibowo; Nurul Aziz Pratiwi
Jurnal Ekonomi Teknologi dan Bisnis (JETBIS) Vol. 5 No. 6 (2026): Jurnal Ekonomi, Teknologi dan Bisnis
Publisher : Al-Makki Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57185/8rr8ss52

Abstract

This study examines the persistent challenges of waste management in traditional markets within the Bandung Raya metropolitan area, Indonesia. Traditional markets contribute significantly to urban waste generation, particularly organic waste, which creates environmental, health, and governance concerns. The study aims to analyze the dimensions of systemic failure in traditional market waste management by synthesizing empirical findings from previous studies conducted across various market locations in Bandung Raya. This research employed a scoping review design following the PRISMA-ScR framework. Data were collected from Google Scholar, Garuda, SINTA, and Scopus databases, resulting in twelve empirical studies published between 2014 and 2025 that met the inclusion criteria. Thematic synthesis was used to identify recurring patterns and dimensions of failure across the studies. The findings reveal five interconnected dimensions of systemic failure: technical-operational gaps, behavior-awareness gaps, participation-incentive gaps, governance-coordination gaps, and institutional-regulatory gaps. Inadequate infrastructure, weak stakeholder coordination, low waste-sorting participation, and limited policy implementation were consistently identified across market locations. The study also highlights the potential of a circular economy model to transform waste management from a financial burden into an economic opportunity, particularly through organic waste processing. In conclusion, improving traditional market waste management requires integrated interventions addressing all five systemic dimensions simultaneously. The study provides an evidence-based foundation for future policy development and research on sustainable urban waste governance.
Co-Authors Agus Rahayu Lili Adi Wibowo Puspo Dewi Dirgantari Ratih Hurriyati Tri Widarmanti