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Journal of Entrepreneurship & Business
Published by Universitas Surabaya
ISSN : -     EISSN : 2721706X     DOI : https://doi.org/10.24123/jeb.v1i2
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
Journal of Entrepreneurship & Business (JEB) publishes all forms of quantitative and qualitative research articles and other scientific studies related to the field Accounting & Financial Management, E-Business Management, Entreprenuerhsip, Human Resources Management, Marketing Management, Operation & Supply Chain Management, and Strategic Management. The Editors attempts JEB could be the major vehicle for the exchange of ideas and research among business scholars. The JEB is an open access journal that is published by UBAYA School of Business, University of Surabaya Indonesia.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 91 Documents
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Measuring Hybrid e-Logistics Service Quality from B2C e-Commerce Virantau, Gilbert Nathaniel; Rahayu, Siti; Trisnawati, Juliani Dyah
Journal of Entrepreneurship & Business Vol. 6 No. 3 (2025): Journal of Entrepreneurship and Business (October)
Publisher : Program MM Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jeb.v6i3.7899

Abstract

Purpose: This study aims to test and analyze two hybrid models of logistics service quality (LSQ) and their influence on satisfaction, loyalty, and purchase intent in the future. The context of this research is business-to-consumer (B2C) e-commerce with a case study on Tokopedia. This study integrates the traditional LSQ model that adds 3 dimensions, namely order availability, order returns, and quality assurance consisting of the quality of personnel contacts, handling of order non-conformities, and the return process. Method: The survey was conducted by distributing a questionnaire through a google form. Respondents were selected based on predetermined criteria, and data were analyzed using structural equation modelling to examine the relationship between research variables. Result: The results of the study showed that 6 hypotheses were supported and 4 hypotheses were not supported. Order accuracy, order availability, ordering procedures, and quality assurance affect customer satisfaction. Customer satisfaction affects loyalty, and loyalty affects future purchase intention. Hypotheses 1, 2 and 5, namely the influence of timeline, order conditions and information quality on customer satisfaction are not supported. Hypothesis 9 is also unsupported, which suggests that customer satisfaction has no significant effect on future purchase intention.

Page 10 of 10 | Total Record : 91

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