Strategic Analysis of the Five Pillars in Optimizing Customer Experience in The Express Logistics Industry (Case Study of Tiki Indonesia)
DOI:
https://doi.org/10.38035/jemsi.v7i5.8360Keywords:
Customer Experience, Strategic 5 Pillars, CSI, IPA, Multiple Linear RegressionAbstract
This study aims to analyze the influence of the Strategic 5 Pillars (Customer, Network, Process, Technology, and People) on Customer Experience in the express logistics industry, with a case study on the courier service company TIKI Indonesia. The background of this research stems from the increasing demand for courier services driven by the growth of e-commerce, alongside persistent customer complaints that indicate the need to evaluate user experiences. The research adopts a quantitative approach, utilizing data collected through questionnaires. The population includes all users of TIKI's courier services in 2022–2023, totaling 288,366 users. A purposive sampling technique was applied, and using the Slovin formula, a total of 400 respondents were selected. The data were analyzed using multiple linear regression to examine the influence of each independent variable on customer experience, complemented by Importance–Performance Analysis (IPA) and the Customer Satisfaction Index (CSI). The findings reveal that the variables Customer, Network, Technology, and People have a positive and significant effect on customer experience, while Process shows no significant influence. Simultaneously, all five variables significantly affect customer experience. The CSI score of 78.49 indicates that customers are generally satisfied with TIKI’s services. Additionally, the IPA results identify several service attributes that require priority improvements. This study provides strategic implications for TIKI’s management in enhancing service quality through the continuous optimization of the five key pillars examined.
References
Ahmed, S. K., Mohammed, R. A., Nashwan, A. J., Ibrahim, R. H., Abdalla, A. Q., M. Ameen, B. M., & Khdhir, R. M. (2025). Using thematic analysis in qualitative research. Journal of Medicine, Surgery, and Public Health, 6, 100198. https://doi.org/https://doi.org/10.1016/j.glmedi.2025.100198
Alsalfiti, A., & Notteboom, T. (2025). The impact of port service quality on customer satisfaction: the case of clearing and forwarding agents in Kuwait Shuwaikh Port. Maritime Business Review, 10(1), 76–103. https://doi.org/10.1108/MABR-04-2024-0030
Astrid, N., Sari, A., Puspaningrum, A., & Hussein, A. S. (2026). The Influence of Digital Customer Experience on Customer Loyalty Mediated by Customer Satisfaction and Brand Image. 20(1), 32–44.
Bahadur, W., Aziz, S., Zulfiqar, S., & Wright, L. T. (2018). Effect of employee empathy on customer satisfaction and loyalty during employee – customer interactions : The mediating role of customer affective commitment and perceived service quality. Cogent Business & Management, 5(1), 1–21. https://doi.org/10.1080/23311975.2018.1491780
Boumahdaf, A., Broniatowski, M., Miranda, É., & Le Squeren, A. (2023). A behavioral probabilistic model of carrier spatial repositioning decision-making. Transportation Research Part C: Emerging Technologies, 153, 104194. https://doi.org/https://doi.org/10.1016/j.trc.2023.104194
Iqbal, M., Tanveer, A., Burhan, H., Haq, U., Baig, M. D., & Kosar, A. (2023). Enhancing customer satisfaction in e-commerce : The role of service quality and brand trust. 1(1), 1–14. https://doi.org/10.59400/fefs.v1i1.287
Setiono, B. A., & Hidayat, S. (2022). Influence of Service Quality with the Dimensions of Reliability , Responsiveness , Assurance , Empathy and Tangibles on Customer Satisfaction. 6(09), 330–341. https://doi.org/10.51505/ijebmr.2022.6924
Siregar, T. (2025). Mixed Methods Research Approach. 1(2), 1–36.
Wiradanti, B., Umar, Y. F., & Service, C. (2024). Transformation Of Indonesian Sea Transportation And Maritime Logistics To Realize The Vision Of Golden Indonesia 2045. 1(1), 89–107.
Yesitadewi, V. I., & Widodo, T. (2024). The Influence of Service Quality , Perceived Value , and Trust on Customer Loyalty via Customer Satisfaction in Deliveree Indonesia. 25(198), 418–424. https://doi.org/10.47750/QAS/25.198.44
Zolkiewski, J., Story, V., Burton, J., Chan, P., Gomes, A., Hunter-Jones, P., O’Malley, L., Peters, L. D., Raddats, C., & Robinson, W. (2017). Strategic B2B customer experience management: the importance of outcomes-based measures. Journal of Services Marketing, 31(2), 172–184. https://doi.org/10.1108/JSM-10-2016-0350
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Trie Maulana Apriyanto, Juliater Simarmata , Lira Agusinta, Yulianti Keke, Mustikasari Mustikasari
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).
