Kualitas Layanan Logistik Digital dan Persepsi sebagai Pendorong Kepuasan serta Loyalitas Pelanggan: Studi pada Pengguna Jasa Logistik di Makassar
DOI:
https://doi.org/10.47747/snfmi.v3i1.3163Abstract
This study aims to examine the influence of digital logistics service quality and perceived value on customer satisfaction and loyalty among logistics users in Makassar, Indonesia. Using a quantitative approach, data were collected from 272 respondents who actively use digital logistics services and analyzed through Structural Equation Modeling–Partial Least Squares (SEM-PLS). The findings reveal that logistics service quality and perceived value significantly affect both customer satisfaction and loyalty. However, customer satisfaction was not found to be a significant predictor of loyalty, suggesting a paradigm shift from the traditional satisfaction-based loyalty model to a value-driven loyalty perspective. Theoretically, this study enriches the service marketing literature by integrating the perspectives of Service-Dominant Logic and Relationship Marketing, while simultaneously challenging the classical Expectancy-Disconfirmation Theory. Practically, the findings highlight that digital logistics providers should prioritize service innovation, system reliability, and price transparency as key strategies for fostering customer loyalty. This study contributes to a deeper understanding of consumer behavior in emerging markets’ logistics services and opens avenues for further research involving variables such as trust and digital experience.
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