Pengaruh Tarif Logistik, Last Mile Delivery dan Teknologi Informasi terhadap Kinerja Supply Chain Perusahaan Kurir di Bangkalan Serta Implikasinya terhadap Kepuasan Pelanggan
DOI:
https://doi.org/10.38035/jmpis.v6i4.5406Keywords:
Tarif Logistik, Last Mile Delivery, Teknologi Informasi, Rantai Pasok, Kepuasan PelangganAbstract
Penelitian ini dimaksudkan untuk mengkaji pengaruh tarif logistik, last mile delivery, dan teknologi informasi terhadap kinerja rantai pasok serta implikasinya terhadap kepuasan pelanggan perusahaan kurir di Bangkalan. Latar belakang penelitian didasarkan pada tingginya persaingan tarif, keluhan terhadap pengiriman, serta pemanfaatan teknologi informasi yang belum optimal. Pendekatan kuantitatif yang digunakan ini mengandalkan teknik analisis dengan PLS-SEM. Responden sebanyak 150 pelanggan lima perusahaan kurir besar di Bangkalan. Hasil penelitian menunjukkan bahwa tarif logistik, last mile delivery, dan teknologi informasi terhadap kinerja rantai pasok berpengaruh positif serta signifikan sebesar 87,70%. Selanjutnya, kinerja rantai pasok juga Memiliki dampak signifikan pada kepuasan pelanggan dengan kontribusi yang mencapai 96,6%. Di antara variabel bebas, tarif logistik memiliki pengaruh terbesar (? = 0,371), diikuti teknologi informasi (? = 0,220) dan last mile delivery (? = 0,144). Kesimpulan dari penelitian ini menegaskan pentingnya peningkatan kinerja rantai pasok untuk mendongkrak kepuasan pelanggan, dengan prioritas pada tarif yang kompetitif dan integrasi teknologi. Penelitian ini menawarkan rekomendasi penting yang dapat dijadikan acuan oleh perusahaan kurir dalam meningkatkan pelayanan.
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