Proceedings of the 20th International Symposium on Management (INSYMA 2023)

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

Authors
Paulina Imelda1, Adi P. Tedjakusuma1, *, Antonius B. Setyawan1
1University of Surabaya, Surabaya, Indonesia
*Corresponding author. Email: atedjakusuma@staff.ubaya.ac.id
Corresponding Author
Adi P. Tedjakusuma
Available Online 30 September 2023.
DOI
10.2991/978-94-6463-244-6_60How to use a DOI?
Keywords
personnel contact quality; logistic service quality; order condition; timeliness; customer satisfaction
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.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 20th International Symposium on Management (INSYMA 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
30 September 2023
ISBN
978-94-6463-244-6
ISSN
2352-5428
DOI
10.2991/978-94-6463-244-6_60How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Paulina Imelda
AU  - Adi P. Tedjakusuma
AU  - Antonius B. Setyawan
PY  - 2023
DA  - 2023/09/30
TI  - The Effect of Logistic Service Quality on Customer Satisfaction of PT. Global Jet Express (J&T Express)
BT  - Proceedings of the 20th International Symposium on Management (INSYMA 2023)
PB  - Atlantis Press
SP  - 413
EP  - 421
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-244-6_60
DO  - 10.2991/978-94-6463-244-6_60
ID  - Imelda2023
ER  -