The Determinants Factors of Customer Loyalty with Customer Satisfaction as the Mediating Role: A Case Study of J&T Express Service in JABODETABEK
DOI:
https://doi.org/10.31334/logistik.v6i2.2542Keywords:
Customer Satisfaction, Service Quality, Customer Loyalty, J&T Express JabodetabekAbstract
The rapid growth of technology, has an impact on logistics services. The need for logistics services has also increased many times along with the increasing number of consumers who shop online. Logistics services play a central role in the e-commerce business. Therefore, the study has purpose to determine the customer loyalty of a particular logistic service at Indonesia. The customer of J&T Express reside around JABODETABEK was taken as the study objective. SmartPLS was the analytical tools used to analyzed the primary data. The study found that Service Quality and customer satisfaction signified a positive and significant relationship on the customer loyalty. Customer satisfaction is determined by Service Quality. Customer satisfaction is signified under the study to possessed a partial mediating role in determining the Service Quality on the customer loyalty.References
Aprilla, I. W., & Amalia, S. (2019). Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online. Jurnal Riset Bisnis Dan Investasi, 5(1), 1. https://doi.org/10.35697/jrbi.v5i1.1611
Bayu, D. J. (2020). Survei MarkPlus: Frekuensi Penggunaan Jasa Kurir Meningkat saat Pandemi. Katadata. https://databoks.katadata.co.id/datapublish/2020/10/22/survei-markplus-frekuensi-penggunaan-jasa-kurir-meningkat-saat-pandemi
Eviani, I., & Hidayat, Y. R. (2021). Pengaruh Sistem Pelacakan Online dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan (Studi Kasus J&T Express Kota Baru Bekasi). Jurnal Manajemen Logistik, 1(1), 11–19. https://ojs.stiami.ac.id/index.php/JUMATIK/article/view/1253
Fadhli, K., & Pratiwi, N. D. (2021). Pengaruh Digital Marketing, Kualitas Produk, dan Emosional terhadap Kepuasan Konsumen Poskopi ZIO Jombang. Jurnal Inovasi Penelitian, 2(2), 603–612. https://stp-mataram.e-journal.id/JIP/article/view/684
Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS (25th ed.). Universitas Diponegoro.
Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. Jurnal Ilmiah Magister Manajemen, 3(September), 171–180.
Hair, J. J. F., William, C. B., Barry, J. B., & Rolph, E. A. (2014). Multivariate data analysis. In Statistics (Seventh ed, p. 734). Harlow :Pearson Education Limited.
Hanapi, A., & Arianto, N. (2021). Pengaruh Kualitas Peayanan Terhadap Loyalitas Pelanggan dengan Kepuasan sebagai Variabel Intervening pada CV RJ Depok. Jurnal Ilmiah Swara Manajemen, 1(1), 97–112.
Haryono, N., & Octavia, R. (2020). Analisis Pengaruh Citra Merek Dan Mutu Layanan Terhadap Kepuasan Konsumen Serta Dampaknya Terhadap Loyalitas Konsumen. Jurnal Industri Elektro Dan Penerbangan, 4(1), 20–27. http://jurnal.unnur.ac.id/index.php/indept/article/view/139
Indrasari, D. M. (2019). Pemasaran Dan Kepuasan Pelanggan. Unitomo Press.
J&T Express, M. (2020). Informasi Penyesuaian Waktu Pengiriman. https://jet.co.id/news/news
Kotler, P., Keller, K. L., Goodman, M., Brady, M., & Hansen, T. (2019). Marketing Management (4th Europe). Harlow : Pearson Education.
Mahira, Hadi, P., & Nastiti, H. (2021). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome. Prosiding Konferensi Riset Nasional Ekonomi, Manajemen, Dan Akuntansi, 2(1), 1267–1283.
Marko, S., Ringle, C. M., & Joseph F., H. (2021). “Partial least squares structural equation modelingâ€. Handbook of market research. Springer International Publishing.
Maulana, A., & Aprilian, Y. (2020). Kepuasan Konsumen Pada Cv Rajawali Graha. Jurnal Ilmu Sosial, 2(1), 8–15.
Nurhayati, S. (2020). Pengaruh Brand Trust, Brand Experience Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan. Jurnal Bisnis, Manajemen, Dan Akuntasi, VII(2), 36–46. http://jurnal.amaypk.ac.id/index.php/jbma/article/download/100/114
Nurrahman, A., Eldine, A., & Muniroh, L. (2020). Pengaruh Persepsi Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Ilmu Manajemen, 2(4), 575. https://doi.org/10.32832/manager.v2i4.3814
Nursiti, D., & Fedrick, D. (2018). Pengaruh Kinerja Karyawan Terhadap Kepuasan dan Loyalitas Pelanggan Chatime. Jurnal Psychomutiara, 2(1), 1–11. http://e-journal.sari-mutiara.ac.id/index.php/Psikologi/article/view/1173/980
Pratama, E. H., Santoso, A., & Girahani, E. (2019). Pengaruh Kualitas Layanan Pada Warung Internet I-Cafe Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Di Kota Blitar. JIMEK : Jurnal Ilmiah Mahasiswa Ekonomi, 1(2), 179. https://doi.org/10.30737/jimek.v1i2.311
Prihandoyo. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jne Cabang Balikpapan. Jurnal GeoEkonom, 116–129. http://jurnal.fem.uniba-bpn.ac.id/index.php/geoekonomi
Putri, F. K., Tumbel, A. L., & Djemly, W. (2021). Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Pt . Matahari Department Store Di Mantos 2 Effect Of ServQual And CustSat On CustLoyal At Pt . Matahari Department Store In Mantos 2. Jurnal Ekobis: Ekonomi, Bisnis & Manajemen, 9(1), 1428–1438.
Ritonga, H. M., & Pane, D. N. (2020). Pengaruh Kualitas Pelayanan Dan Emosional Terhadap Kepuasan Pelanggan Pada Honda Idk 2 Medan. Jurnal Manajemen Tools, 12(2), 30–44.
Santosa, D. G. W., & Mashyuni, I. A. (2021). Pengaruh Promosi dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Grab di Kota Denpasar. Jurnal Manajemen, Kewirausahaan Dan Pariwisata, 1(1), 290–302. https://doi.org/10.32795/widyaamrita.v1i1.1176
Soekarno, S., Okdinawati, L., Belgiawan, P. F., Sushandoyo, D., Sudrajad, O. Y., Wandebori, H., Rizki, M., Triastuti, U. H., Cahyayadi, D., Liatantari, Gusleni, Y., Akustia, W., Juniati, H., Simbolon, E. R.,
Herawati, Rita, & Dwitasari, R. (2020). Pengaruh Pandemi Covid-19 Terhadap Bisnis Logistik di Indonesia. Jump1 Trans Portosi Multimoda, 18, 105–114.
Subarka, A., & Susanti, E. D. (2019). Analisis Faktor-Faktor yang Dipertimbangkan Konsumen dalam Menggunakan Jasa Ekspedisi J&T Express. Jurnal Bisnis Indonesia, 10(1), 92–104.
Sudirman, A., Butarbutar, M., Sihol Nababan, T., Puspitasari, D., & Tinggi Ilmu Ekonomi Sultan Agung, S. (2020). CustLoyal of Gojek Users Viewed From the Aspects of ServQual and Consumer Satisfaction. Jurnal Ilmiah Manajemen, 63(1), 63–73. http://www.ejournal.pelitaindonesia.ac.id/ojs32/index.php/PROCURATIO/index
Sudirman, A., Efendi, E., & Harini, S. (2020). Kontribusi harga dan kepercayaan konsumen untuk membentuk kepuasan pengguna transportasi berbasis aplikasi. Journal of Business and Banking, 9(2), 323. https://doi.org/10.14414/jbb.v9i2.2078
Sueni, I., & Loebis, P. H. (2019). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Konsumen Serta Dampaknya Pada Loyalitass Pelanggan J&T Express Blangkejeren. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 4(2), 330–345.
Sugiyono. (2017). Metodologi Penelitian Bisnis. Alfabeta.
Sugiyono, S. (2018). Metode penelitian kuantitatif kualitatif dan r&d (3rd ed.). Alfabeta.
Sulaiman, S. M., Muhammad, M. A., & Muhammad, A. D. (2021). Peran Mediasi Kepuasan Pelanggan antara Kualitas Layanan DOI : Web : Perbankan Islam muncul menyusul upaya Universitas Raja Abdul Aziz di sehari-hari sebagai individu dan organisasi bisnis tidak dapat rekening bank pribadi untuk menyimpan uang dan penarik. Jurnal InternasionalEkonomi IslamdanKeuangan (IJIEF), 4(1), 1–30.
Sumarsid, & Paryanti, A. B. (2022). Pengaruh Kualitas Layanan Dan Harga Terhadap Kepuasan Pelanggan Pada Grabfood(Studi Wilayah Kecamatan Setiabudi). Jurnal Ilmiah M-Progress, 12(1), 1–83.
Suwarsito, S., & Aliya, S. (2020). Kualitas Layanan Dan Kepuasan Serta Pengaruhnya Terhadap Loyalitas Pelanggan. Jurnal Ilmiah Bina Manajemen, 3(1), 27–35. https://doi.org/10.33557/jibm.v3i1.826
Thungasal, C. (2019). Pengaruh Kualitas Layanan Dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Hotel Kasuari. Agora, 7(1), 287133.
Tjiptono, F., & Chandra, G. (2020). Pemasaran strategik : mengupas pemasaran strategik, branding strategik, CustSat, strategi kompetitif hingga e-marketing (F. Tjiptono (ed.); 1st ed.). Andi.
Tjiptono, F., & Diana, A. (2019). Kepuasan pelanggan : konsep, pengukuran, dan strategi (A. Diana (ed.); 3rd ed.). Andi.
Togatorop, J., Lie, D., Butarbutar, M., & Wijaya, A. (2019). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Toko a&a Copier Pematangsiantar. SULTANIST: Jurnal Manajemen Dan Keuangan, 6(2), 70–86. https://doi.org/10.37403/sultanist.v6i2.129
Utama, I. D. A. G. A., & Kusuma, A. A. G. A. A. (2019). Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan. E-Jurnal Manajemen, 8(11), 6468. https://doi.org/10.24843/ejmunud.2019.v08.i11.p05
Wijaya, A. (2019). Metode penelitian menggunakan smart PLS 03. In 1 (Ed.), Metode Penelitian (p. 145). Innosain.
Wijayanto, A. A. K. & A. (2021). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Indihome Di Kota Semarang. Jurnal Administrasi Bisnis, 5(I), 672–680.
Yonata, H., Setiawan, P., Santamoko, R., Ilham, D., & Asdiany, D. (2020). Pengaruh Kualitas Pelayanan dan Kepuasan Konsumen terhadap Loyalitas Pelanggan pada PT. Satria Antaran Prima. Jurnal Ilmu Komputer Dan Bisnis, 11(2), 2502–2514. https://doi.org/10.47927/jikb.v11i2.260
Downloads
Published
Issue
Section
License
Please find the rights and licenses in Jurnal Logistik Indonesia. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
1. License
The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
Jurnal Logistik Indonesia spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Jurnal Logistik Indonesia permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Jurnal Logistik Indonesia on distributing works in the journal and other media of publications.
4. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Jurnal Logistik Indonesia will not be held liable for anything that may arise due to the author(s) internal dispute. Jurnal Logistik Indonesia will only communicate with the corresponding author.
5. Miscellaneous
Jurnal Logistik Indonesia will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Jurnal Logistik Indonesia editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement" prior to the article publication.

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.