Peran Customer Satisfaction dalam Memediasi Pengaruh Logistics Service Quality terhadap Reuse Intention pada Pelanggan J&T Express di Kota Bandung
DOI:
https://doi.org/10.38035/jimt.v7i6.9183Keywords:
J&T Express, Kepuasan Pelanggan, Kualitas Layanan Logistik, Mediasi, Niat Penggunaan Ulang, SEM-PLSAbstract
Penelitian ini menganalisis pengaruh kualitas layanan logistik terhadap kepuasan pelanggan dan niat penggunaan ulang pada pelanggan J&T Express di Kota Bandung, dengan kepuasan pelanggan sebagai variabel mediasi. Penelitian menggunakan pendekatan kuantitatif kausal melalui survei terhadap 385 responden yang pernah menggunakan J&T Express untuk pengiriman belanja online dalam enam bulan terakhir. Data dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan SmartPLS 4 melalui analisis deskriptif, pengujian model pengukuran, pengujian model struktural, dan uji mediasi berbasis bootstrapping. Hasil menunjukkan bahwa kualitas operasional, kualitas sumber daya, kualitas informasi, kualitas kontak personal, dan kualitas kustomisasi berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kepuasan pelanggan juga berpengaruh positif terhadap niat penggunaan ulang dan memediasi hubungan antara seluruh dimensi kualitas layanan logistik dan niat penggunaan ulang. Kualitas kontak personal menjadi prediktor kualitas layanan logistik terkuat terhadap kepuasan pelanggan, sedangkan kepuasan pelanggan menjadi prediktor terkuat terhadap niat penggunaan ulang. Temuan ini menegaskan pentingnya peningkatan interaksi layanan, akurasi komunikasi, konsistensi operasional, dan kesiapan sumber daya untuk mendorong penggunaan ulang. Penelitian selanjutnya disarankan membandingkan beberapa perusahaan ekspedisi serta menambahkan variabel kepercayaan, nilai yang dirasakan, kewajaran harga, dan loyalitas pelanggan.
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