Determinan Kepuasan Pelanggan Dimediasi oleh Persepsi Nilai Pelanggan Pada PT. XYZ Transport Indonesia Tahun 2025
DOI:
https://doi.org/10.38035/jemsi.v7i4.7773Keywords:
Kualitas Pelayanan, Kemudahan Proses Ekspor, Ketepatan Waktu Pengiriman, Biaya Jasa, Customer Perceived ValueAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, kemudahan proses ekspor, ketepatan waktu pengiriman, dan biaya jasa terhadap kepuasan pelanggan dengan customer perceived value sebagai variabel mediasi pada PT. XYZ Transport Indonesia tahun 2025. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap pelanggan jasa freight forwarding ekspor. Data dikumpulkan melalui kuesioner terstruktur dan dianalisis menggunakan analisis jalur (path analysis) untuk menguji pengaruh langsung dan tidak langsung antarvariabel. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan (β = 0,312; p < 0,05), kemudahan proses ekspor berpengaruh positif dan signifikan terhadap kepuasan pelanggan (β = 0,276; p < 0,05), ketepatan waktu pengiriman memiliki pengaruh positif paling dominan terhadap kepuasan pelanggan (β = 0,358; p < 0,05), serta biaya jasa berpengaruh negatif namun signifikan terhadap kepuasan pelanggan (β = −0,214; p < 0,05). Selanjutnya, customer perceived value terbukti berpengaruh positif dan signifikan terhadap kepuasan pelanggan (β = 0,401; p < 0,05). Hasil uji mediasi menunjukkan bahwa customer perceived value memediasi secara parsial hubungan antara kualitas pelayanan, kemudahan proses ekspor, ketepatan waktu pengiriman, dan biaya jasa terhadap kepuasan pelanggan. Nilai koefisien determinasi (R²) sebesar 0,672 menunjukkan bahwa sebesar 67,2% variasi kepuasan pelanggan dapat dijelaskan oleh model penelitian ini. Temuan ini menegaskan bahwa peningkatan kepuasan pelanggan tidak hanya ditentukan oleh kinerja layanan secara langsung, tetapi juga oleh persepsi nilai yang dirasakan pelanggan terhadap manfaat layanan dibandingkan dengan biaya yang dikeluarkan.
References
Ahmad, R. (2022). Customer value as mediator in logistics services. Journal of Logistics Management, 14(2), 45–56. (Logistic service quality as a mediator between logistics capabilities and customer satisfaction)
Agusinta, L., Asmuruf, R. R., Olfebri, O., Yuliantini, Y., Subandi, S., Rahmawati, A., Endri, E., Winarno, E., Rusmiyati, C., & Cahyono, S. A. T. (2025). The impact of web check-in and service quality on reuse intention: The mediating role of passenger trust. International Journal of Data and Network Science, 9(2), 475–486. https://doi.org/10.5267/j.ijdns.2024.8.019
ALAN E. BRANCH and MICHAEL ROBARTS (2020) Elements of shipping (9th ed.). 9th ed. Routledge.
Arifin, M. (2022). Pengaruh kecepatan pengiriman terhadap kepuasan pelanggan (Skripsi, Universitas Negeri Jakarta).
Bowersox, D. J., Closs, D. J., & Cooper, M. B. (2019). Supply chain logistics management (5th ed.). McGraw-Hill.
Branch, A. (2019). Elements of shipping (9th ed.). Routledge.
Christopher, M. (2016). Logistics & supply chain management (5th ed.). Pearson.
Christopher, M. (2022) LOGISTICS & SUPPLY CHAIN MANAGEMENT. Available at: www.pearson-books.comwww.pearson-books.com.
Chen, L., & Nguyen, T. (2016). Factors affecting satisfaction in international Freight Forwarding. International Journal of Logistics Research, 9(3), 112–125.
Donald J. Bowersox et al. (2020) Supply chain Logistics Management. New York: McGraw-Hil.
Fitria, S., & Kurniawan, H. (2021). Kemudahan layanan ekspor dan kepuasan UMKM. Jurnal Ekspor Indonesia, 7(1), 39–50.
Grönroos, C. (2020). Service management and marketing: Managing the service profit logic (5th ed.). Wiley.
Gunawan, A. (2020). Pengaruh biaya pengiriman pada loyalitas pelanggan. Jurnal Manajemen Transportasi, 5(2), 88–97.
Hanaoka, S., & Regmi, M. B. (2021). Logistics and freight transport challenges in supply chain disruptions. Transport Policy, 101, 1–12.
Hasanah, N. (2018). Pengaruh nilai pelanggan pada jasa logistik (Tesis, Universitas Airlangga).
Hasanah, N. (2018). Pengaruh nilai pelanggan terhadap kepuasan pelanggan pada jasa logistik. Jurnal Manajemen Transportasi & Logistik, 5(2), 101–112.
Hsu, Y., & Chiu, C. (2020). The impact of logistics cost on customer perception. Journal of Supply chain Studies, 12(4), 55–68.
Kementerian Perdagangan Republik Indonesia. (2023). Laporan kinerja perdagangan luar negeri Indonesia. Kemendag RI.
Kim, S., & Park, J. (2017). Logistics service performance and customer satisfaction. Asia-Pacific Journal of Logistics, 3(2), 74–89.
Kotabe, M., & Helsen, K. (2020). Global marketing management (9th ed.). Wiley.
Kotabe, M. and Helsen, K. (2022) Global Marketing Management. Wiley. Available at: https://books.google.co.id/books?id=yKXuzgEACAAJ.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.
Kotler, P. and Keller, K.L. (2016) Marketing Management. Pearson India Education Services (Always learning / Pearson). Available at: https://books.google.co.id/books?id=5-U5zgEACAAJ.
Li, X., & Yu, D. (2019). Cost efficiency in air freight services. Transportation Economics Review, 6(1), 21–33.
Loh, H. S., & Thai, V. V. (2015). The influence of service quality on customer satisfaction in Freight Forwarding services. Maritime Economics & Logistics, 17(3), 305–324. https://doi.org/10.1057/mel.2014.28
Loh, H. S., & Thai, V. V. (2015). Service quality in international logistics. International Journal of Quality and Reliability Management, 32(2), 103–120.
Lovelock, C.H. and Wirtz, J. (2004) Services Marketing: People, Technology, Strategy. Pearson/Prentice Hall. Available at: https://books.google.co.id/books?id=W3EFPgAACAAJ.
Lovelock, C., & Wirtz, J. (2016). Services marketing: People, technology, strategy (8th ed.). Pearson.
Moreno, A., & Castillo, R. (2018). Logistics performance and customer happiness. Journal of Global Logistics, 8(3), 60–72.
Novandra, R., & Rahardjo, B. (2020). Analisis kualitas layanan ekspor. Jurnal Logistik Indonesia, 4(1), 23–35.
Novandra, R., & Rahardjo, K. (2020). Analisis kualitas layanan ekspor dan pengaruhnya terhadap kepuasan pelanggan. Jurnal Logistik Indonesia, 6(2), 112–120.
Oliver, R. L. (2015). Satisfaction: A behavioral perspective on the consumer (2nd ed.). Routledge.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pratama, A. (2019). Pengaruh biaya jasa forwarding dan kualitas layanan terhadap kepuasan pelanggan di Jakarta. Jurnal Manajemen Logistik, 3(1), 29–38.
Pratama, R. (2019). Pengaruh biaya jasa forwarding terhadap kepuasan pelanggan. Jurnal Manajemen dan Bisnis, 11(2), 140–150.
Putri, L., & Dewi, S. (2021). Determinants of export logistics satisfaction. Jurnal Bisnis Internasional, 2(3), 101–115.
Rahman, M., & Idris, A. (2017). Effects of service quality in maritime logistics. Maritime Economics and Logistics Journal, 19(4), 77–89.
Rahmat, A., & Lingga, A. (2020). Service quality and customer value in logistics services: Their impact on customer satisfaction. International Journal of Logistics and Business, 4(2), 45–56.
Rahmat, H., & Lingga, R. (2020). Service quality and customer value in logistics. Jurnal Sistem Logistik, 9(2), 51–63.
Rodrigue, J.P. (2020) The Geography of Transport Systems. Taylor & Francis. Available at: https://books.google.co.id/books?id=EGIPEAAAQBAJ.
Rushton, A., Croucher, P., & Baker, P. (2017). The handbook of logistics & distribution management (6th ed.). Kogan Page.
Rushton, A., Croucher, P. and Baker, P. (2022) The handbook of logistics and distribution management: Understanding the supply chain. Kogan Page Publishers.
Santoso, B. (2018). Evaluasi layanan forwarder ekspor. Jurnal Transportasi Indonesia, 14(1), 55–66.
Sari, M. P. (2021). Pengaruh ketepatan waktu dan tracking visibility terhadap kepuasan pelanggan pada jasa pengiriman internasional. Jurnal Ilmu Logistik, 7(1), 66–74.
Sari, Y. (2021). Kepuasan pelanggan pengiriman internasional (Skripsi, Universitas Brawijaya).
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37.
Stopford, M. (2009) Maritime Economics. Routledge. Available at: https://books.google.co.id/books?id=tfsC6RUDn2QC.
Stopford, M. (2020). Maritime economics (4th ed.). Routledge.
Susanto, P. C., Maharani, A., Suroso, S., Kamsariaty, K., & Suryawan, R. F. (2023). Determinasi budaya organisasi, pengembangan karir dan kepuasan kerja terhadap keterikatan karyawan: Studi empiris. Journal of Social and Management Development (JSMD), 1(2), 93–101. https://doi.org/10.38035/jsmd.v1i2
Thai, V. V. (2013). Logistics service quality: Conceptual model and empirical evidence. International Journal of Logistics Research and Applications, 16(2), 114–131. https://doi.org/10.1080/13675567.2013.813444
Thai, V. V. (2013). Logistics service quality and customer loyalty. International Journal of Shipping and Transport Logistics, 5(3), 261–281.
UNCTAD. (2022). Review of maritime transport 2022. United Nations Conference on Trade and Development.
Wang, Y., & Zhang, D. (2021). Service quality, documentation efficiency, and customer satisfaction in global Freight Forwarding. International Journal of Shipping and Transport Logistics, 13(1), 72–95. https://doi.org/10.1504/IJSTL.2021.112233
Wang, Y., & Zhang, L. (2021). Customer satisfaction in Freight Forwarding services. Global Journal of Transportation Research, 12(1), 33–49.
Wijaya, A. (2019). Analisis SERVQUAL pada Freight Forwarding domestik. Jurnal Manajemen Logistik, 8(2), 44–56.
World Bank. (2022). Logistics performance index: Indonesia 2022. World Bank Group.
World Bank. (2023). Logistics performance index 2023: Connecting to compete. World Bank Publications.
Xia, L., Monroe, K. B., & Cox, J. L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68(4), 1–15.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means–end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302
Zhou, K., & Wang, Y. (2022). Digital transformation in logistics under Industry 4.0. International Journal of Logistics Management, 33(2), 455–472
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Natalia Barek Boleng, Lira Agusinta, Primadi Candra Susanto
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak cipta :
Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:
- Hak cipta pada setiap artikel adalah milik penulis.
- Penulis mengakui bahwa Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
- Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI).
