<![CDATA[Importers have become highly dependent on freight forwarders to represent their interests and ensure the smooth flow of the entire supply chain from the sender's door to the recipient's door (door to door). PT KLine Logistics Indonesia is one of the international freight forwarding companies that offers solutions through the door-to-door service method. Operational service quality, satisfaction, and the formation of customer loyalty in the global logistics industry foster customer loyalty. The main objective of this study is to analyze key service elements that provide added value to customers (importers), especially through the implementation of systematic operational procedures and the use of digital technology in door-to-door services at PT KLine Logistics Indonesia. Using the Stimulus-Organism-Response (SOR) theory approach and the Logistics Service Quality (LSQ) dimensions are scientifically proven to be a strong stimulus that influences the psychological condition of importers. The use of the CargoWise and CEISA 4.0 systems can convert into emotional satisfaction before it can generate long-term loyalty. A significant positive relationship between service quality and the intention to reuse services (re-use intention) and the provision of positive recommendations by importers.]]>
Copyrights © 2026
