Ellitan, Lena (2023) The Mediating Role Of Satisfaction On Logistic Service Quality-Loyalty Relationship. Quality – Access to Succes, 24 (95). pp. 170-180. ISSN 1582-2559
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Abstract
Globalization has pushed people worldwide to buy all the things they want from anywhere. PT XYZ Surabaya is a logistics company engaged in freight forwarding to sends containers in large quantities for export and import. This study examines the factors that cause customer loyalty in the reuse of logistics services. The purpose of this study is to examine the effect of logistics service quality, which consists of five dimensions (personnel contact quality, order quality, timeliness, information quality, and order discrepancy handling) on loyalty by examining the mediating role of satisfaction. This type of research is quantitative with the number of respondents being 105 companies in various cities that often use logistics services at PT XYZ. The data analysis result showed that the five dimensions of logistics service quality positively affect satisfaction. Additionally, there was a positive correlation between satisfaction and loyalty. This study also shows that information quality, order quality, and order discrepancy handling significantly influence loyalty through satisfaction. However, personnel contact quality and timeliness failed to positively affect loyalty through satisfaction. The implication of the results of this study is the importance of improving service quality, which then leads to increased loyalty.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Logistic Service Quality, Satisfaction, Loyalty |
| Subjects: | Business Digital Business Management > Business |
| Depositing User: | Christine Limbara |
| Date Deposited: | 01 Oct 2025 04:18 |
| Last Modified: | 01 Oct 2025 04:18 |
| URI: | https://repositori.ukwms.ac.id/id/eprint/44554 |
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