The Effect of Logistic Service Quality on Customer Satisfaction of PT. Global Jet Express (J&T Express)

Paulina Imelda, Adi P. Tedjakusuma () and Antonius B. Setyawan
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Paulina Imelda: University of Surabaya
Adi P. Tedjakusuma: University of Surabaya
Antonius B. Setyawan: University of Surabaya

A chapter in Proceedings of the 20th International Symposium on Management (INSYMA 2023), 2024, pp 413-421 from Springer

Abstract: Abstract This present study aims to analyze what factors contribute significantly to customer satisfaction of logistic services’ users in Indonesia with PT. Global Jet Express (J&T Express) as the research object. The theory used in this research was Logistic Service Quality (LSQ), consisting of timeliness, information sharing, order condition, personnel contact quality, and order discrepancy handling. It used 224 respondents, and Structural Equation Model (SEM) technique using AMOS software was used to analyze the data. The results show that timeliness, information sharing, order condition, and personnel contact quality have a positive and significant effect on customer satisfaction. Only order discrepancy handling has a positive but not significant effect on customer satisfaction. The study results provide input for J&T Express and other logistics companies on the factors influencing customer satisfaction. The results of this study show that information sharing is the most important variable influencing customer satisfaction; therefore, J&T express must regularly perform continuous improvements and innovations related to information sharing with customers to increase customer satisfaction.

Keywords: personnel contact quality; logistic service quality; order condition; timeliness; customer satisfaction (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-244-6_60

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