<![CDATA[The freight forwarding industry in Indonesia is expanding rapidly, yet research on the factors shaping logistics performance in this sector remains limited. This study examines the effects of Process Agility and Customer Retention on Logistics Performance in the export division of PT. Nippon Express Indonesia. Data were collected from 68 active customers using a 40-item questionnaire on a five-point Likert scale and analysed with variance-based Partial Least Squares Structural Equation Modelling (PLS-SEM) in SmartPLS 3.0. The measurement model showed adequate convergent and discriminant validity, with the majority of factor loadings above 0.70, AVE values above 0.50, and both the Fornell–Larcker and Heterotrait–Monotrait (HTMT) criteria satisfied. The structural model produced an R² of 0.435 for Logistics Performance, indicating moderate explanatory power. Both Customer Retention (β = 0.479) and Process Agility (β = 0.292) had positive, significant effects, with Customer Retention emerging as the stronger predictor. These findings extend the freight forwarding literature and offer practical guidance for strengthening logistics performance in competitive export markets.]]>
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