Pengaruh Kualitas Layanan, Delivery Cost, Kemudahan Akses, Informasi Logistik terhadap Minat Penggunaan Layanan Logistik Melalui Kepuasan Pelanggan PT. Pos Ternate
DOI:
https://doi.org/10.38035/jimt.v7i6.9363Keywords:
delivery cost, kemudahan akses, informasi logistik, kepuasan pelanggan, minat penggunaan, Layanan LogistikAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan, delivery cost, kemudahan akses, dan informasi logistik terhadap minat penggunaan layanan logistik dengan kepuasan pelanggan sebagai variabel intervening pada PT Pos Indonesia Cabang Ternate. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Structural Equation Modeling–Partial Least Squares (SEM-PLS). Populasi dalam penelitian ini adalah seluruh pelanggan PT Pos Indonesia Cabang Ternate, Teknik Pengambilan Sample menggunakan Purposive Sampling dengan sampel sebanyak 100 responden. Hasil analisis menunjukkan bahwa pengaruh secara langsung kualitas layanan (t = 5,293), delivery cost (t = 8,136), kemudahan akses (t = 7,691), dan informasi logistik (t = 5,779) berpengaruh positif dan signifikan (p value <0,05 dan t-stat > 1,96) terhadap minat penggunaan layanan. Selain itu, kualitas layanan (t = 6,669), delivery cost (t = 3,143) kemudahan akses (t = 6,267), dan informasi logistik (t = 5,783) juga berpengaruh signifikan terhadap kepuasan pelanggan. Kepuasan pelanggan terbukti berpengaruh signifikan terhadap minat penggunaan layanan (t = 4,464;). Hasil pengujian pengaruh tidak langsung (indirect effect) menunjukkan bahwa kepuasan pelanggan mampu memediasi hubungan antara kualitas layanan (t = 3,482), delivery cost (t = 2,512), kemudahan akses (t = 3,267), dan informasi logistik (t = 3,401). terhadap minat penggunaan layanan logistik. Hal ini menunjukkan bahwa seluruh variabel independen memiliki pengaruh tidak langsung yang positif dan signifikan melalui kepuasan pelanggan sebagai variabel intervening. temuan penelitian ini menegaskan bahwa peningkatan kualitas layanan, efisiensi biaya pengiriman, kemudahan akses, serta kualitas informasi logistik merupakan faktor penting dalam meningkatkan kepuasan pelanggan yang pada akhirnya mendorong peningkatan minat penggunaan layanan logistik.
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