The Effect of Logistic Service Quality on Customer Satisfaction Using Courier Service in Banyumas
DOI:
https://doi.org/10.33021/jie.v10i02.58Keywords:
Courier Service, Logistic Service Quality (LSQ), Customer Satisfaction, Purposive SamplingAbstract
This study examines the impact of Logistic Service Quality (LSQ) on customer satisfaction among users of courier services in Banyumas Regency. The study included 210 respondents, evenly distributed across all sub-districts in Banyumas Regency. Determination of the number of samples using purposive sampling. This study only focuses on consumer perceptions of the experience of using courier services. This study employs five LSQ dimensions: timeliness (T), order accuracy (A), information quality (I), personal contact quality (C), and handling of non-conformance orders (O), comprising a total of 22 question attributes. This research found that the five dimensions of LSQ have a simultaneous effect of 72% on customer satisfaction. Moreover, the LSQ variable that has the most influence on customer satisfaction is personal contact ability (C), with a beta value of 0.056.
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