Logistic Service Quality and Customer Satisfaction, In context to Indonesia Courier Service

Agus Fatkhurohman Handoyo (), Ratih Hurriyati and Heny Hendrayati
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Agus Fatkhurohman Handoyo: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), 2025, pp 199-206 from Springer

Abstract: Abstract The courier service industry in Indonesia is experiencing significant development, making the competition in that industry very tight, with each company trying to provide efficient logistics services. This study explores the relationship between service quality and customer satisfaction while identifying the key logistics service quality factors that influence customer satisfaction within Indonesian courier companies. A quantitative method was used with a Likert scale questionnaire. The population of this study was users of courier services in West Java, Jakarta, Banten, Central Java, the Special Region of Yogyakarta, and East Java. The sample was selected by simple randomization with a total of 134 respondents. Data processing results show a significant and positive effect of logistic service quality on customer satisfaction. This research provides an understanding of the importance of logistics service quality in increasing customer satisfaction in the courier service industry. It emphasizes the necessity for courier companies to continuously assess and enhance their logistics service quality to meet customers’ rising demands and expectations. Additionally, the study identifies the primary dimensions of logistics service quality that should be prioritized for future improvement and development.

Keywords: Courier Services Industry; Customer Satisfaction; Logistics Service Quality (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-817-2_25

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DOI: 10.2991/978-94-6463-817-2_25

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