<![CDATA[Purpose – This study aims to examine the influence of service quality on customer satisfaction at PT. Karunia Indah Delapan Expres, Ngawi Branch, using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Design/methodology/approach – This study employs a quantitative explanatory research design. Data were collected through questionnaires distributed to 60 respondents and analyzed using multiple linear regression to examine the effects of SERVQUAL dimensions on customer satisfaction. Findings – The results indicate that tangibles, reliability, responsiveness, and empathy simultaneously have a significant effect on customer satisfaction, while assurance does not have a significant effect. Partially, reliability and empathy emerge as the most dominant factors influencing customer satisfaction. These findings suggest that consistent service improvement and personalized attention are key determinants of customer satisfaction in the logistics service sector. Originality/value – This research provides value by empirically examining all five SERVQUAL dimensions within the context of a local logistics company, a setting that remains understudied in Indonesia. The findings offer practical insights for service managers by revealing which dimensions most strongly shape customer satisfaction in regional delivery services.]]>
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