The Effect of Logistic Service Quality on Customer Satisfaction and Loyalty in E-Commerce in Indonesia: A Study on Generation Z in Indonesia

Masniarara Aziza Balfas Amril (Universitas Trisakti, Jakarta Barat, Indonesia)
Wahyuningsih Santosa (Universitas Trisakti, Jakarta Barat, Indonesia)
Triwulandari Satitidjati Dewayana (Universitas Trisakti, Jakarta Barat, Indonesia)
Atiqa Firani Balfas Amril (Universitas Trisakti, Jakarta Barat, Indonesia)

IIJSE
Vol 8 No 3 (2025): Sharia Economics

This study aims to analyze the influence of logistics service quality on customer satisfaction and loyalty among Generation Z in the Indonesian e-commerce context. Logistics Service Quality (LSQ) is measured through six dimensions: personnel contact quality, timeliness, order condition, order discrepancy handling, operational information sharing, and empathy quality. A quantitative approach using Partial Least Squares – Structural Equation Modeling (PLS-SEM) was applied, with data collected from 155 Generation Z e-commerce users. The findings reveal that all LSQ dimensions significantly affect customer satisfaction, and satisfaction strongly influences customer loyalty (R² = 0.820). These results highlight the critical role of logistics service quality as a key determinant of satisfaction and loyalty among young digital consumers.