JURNAL MANAJEMEN MOTIVASI
Vol 22 No 1 (2026): Jurnal Manajemen Motivasi

Pengaruh Kualitas Layanan Logistik terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan pada Pengguna TikTok Shop di Indonesia

Lesmana, Nathanael Eugene (Unknown)
Rahayu, Siti (Unknown)
Trisnawati, Juliani Dyah (Unknown)

Article Info

Publish Date
30 Jun 2026

Abstract

This study aims to analyze the effect of logistics service quality dimensions, including order accuracy, order condition, timeliness, and order discrepancy handling, on customer satisfaction and customer loyalty in TikTok Shop. A quantitative approach was employed by distributing questionnaires to 223 respondents. The data were analyzed using PLS-SEM with SmartPLS 4. The results show that all dimensions of logistics service quality have a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on customer loyalty. These findings highlight the importance of logistics service quality in enhancing customer experience and competitiveness in the e-commerce market. Keywords: Customer satisfaction; Customer loyalty; E-commerce; Logistics service quality; TikTok shop

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Journal Info
JURNAL MANAJEMEN MOTIVASI
Website

Abbrev

jm_motivasi

Publisher

Universitas Muhammadiyah Pontianak

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Jurnal Manajemen Motivasi (JMM) adalah Jurnal Ilmiah Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Pontianak yang diterbitkan secara berkala 2 (dua) kali dalam satu tahun (Juni dan Oktober) sebagai sarana untuk menyebarluaskan hasil penelitian dan ilmu pengetahuan di bidang ilmu manajemen ...