DETERMINANTS OF CUSTOMER LOYALTY IN THE LOGISTICS SECTOR: THE MEDIATING ROLE OF CUSTOMER SATISFACTION

Dudi Hendra Fachrudin, Hanif Farras Alharits

Abstract


The growth of e-commerce has put significant pressure on the performance of the logistics and supply chain industry in Indonesia, particularly in providing fast, secure, and reliable services. However, issues such as delivery delays, low information transparency, and inconsistent service quality still frequently impact customer satisfaction and loyalty. This study aims to analyze the influence of service quality on customer satisfaction and its impact on customer loyalty in the logistics sector. This study used a quantitative approach through a survey of 100 customers, with data analysis using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results show that service quality significantly influences customer satisfaction; service quality and customer satisfaction significantly influence customer loyalty; and customer satisfaction acts as a strong mediating variable in the relationship between service quality and customer loyalty. The novelty of this study lies in the integration of contextual indicators of Indonesian logistics services which including cost efficiency, timeliness, tracking accuracy, and shipment security into the SEM-PLS model. These findings provide strategic implications for logistics companies in improving service quality to build sustainable customer loyalty. Practically, the findings provide managerial guidance for logistics companies in prioritizing operational reliability, shipment security, tracking transparency, and cost-efficient service strategies to enhance customer satisfaction and sustain customer loyalty in an increasingly competitive logistics market.

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DOI: https://doi.org/10.31846/jae.v14i2.1054

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