Penciptaan Nilai Operasional dalam Industri Logistik: Peran Inovasi Teknologi, Kecepatan Pengiriman, Kehandalan Jaringan Transportasi, dan Tarif Layanan Logistik terhadap Kinerja Operasional yang Dimediasi Kepuasan Pelanggan
DOI:
https://doi.org/10.38035/jimt.v7i4.7996Keywords:
Inovasi Teknologi Logistik, Kecepatan Pengiriman, Kehandalan Jaringan Transportasi, Tarif Layanan, Kepuasan Pelanggan, Kinerja Operasional, Industri Kurir dan Logistik, Perusahaan Kurir dan LogistikAbstract
Persaingan ketat layanan diindustri kurir dan logistik di Indonesia menyebabkan seluruh stake holder industri kurir dan logistik termasuk perusahaan-perusahaan kurir dan logistik berbenah total agar tetap mampu bersaing dan tetap eksis menghadapi berbagai disrupsi kompetisi yang terjadi. Situasi ini mendorong perlunya menciptakan kinerja operasional perusahaan yang efektif dan efisien yang didasarkan tidak hanya pada teknologi logistik saja, tetapi juga dukungan perbaikan pada berbagai support system kurir dan logistik. Penelitian ini bertujuan untuk menganalisis pengaruh Inovasi Teknologi Logistik (ITL), Kecepatan Pengiriman (K), Kehandalan Jaringan Transportasi (KJT), Tarif Layanan (TL) terhadap Kinerja Operasional (KO), serta menilai peran mediasi dari Kepuasan Pelanggan (KP). Pendekatan kuantitatif digunakan melalui survei explanatori dengan desain cross-sectional. Data dikumpulkan dari 200 responden pelanggan perusahaan kurir dan logistik di wilayah Provinsi Jawa Barat dan dianalisisis menggunakan Partial Least Squares Structural Equation Modelling (PLS SEM) dengan SmartPLS 4.0.
Hasil penelitian menunjukkan bahwa Inovasi Teknologi Logistik, Kehandalan Jaringan Transportasi, Tarif Layanan secara signifikan berpengaruh positif langsung kepada Kinerja Operasional, tetapi Kecepatan Pengiriman tidak memberikan pengaruh langsung kepada Kinerja Operasional. Dan Inovasi Teknologi Logistik, Kehandalan Jaringan Transportasi, Kecepatan Pengiriman, Tarif Layanan secara signifikan berpengaruh positif secara tidak langsung melalui Kepuasan Pelanggan. KP menunjukkan koefisen jalur terkuat ( β = 0,388), diikuti oleh ITL (β = 0,378), KJT (β = (0,364), TL (β = 0,373) dan KP (β =0,373). Hasil ini memperluas telaah tentang kinerja operasional di perusahaan logistik dengan memasukkan kepuasan pelanggan sebagai kapabilitas yang berpengaruh kepada kinerja operasional logistik. Secara praktis, penelitian ini merekomendasikan inovasi teknologi logistik, kecepatan pengiriman, kehandalan jaringan transportasi, tarif layanan dan kepuasan pelanggan sebagai elemen penting untuk meningkatkan kinerja operasional perusahaan kurir dan logistik.
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