Servicecape Analysis To Customer Satisfaction In Delivery Service Company With Customer Trust As Intervening Variable

Hardi Mulyono(1), Muhammad Hilman Fikri(2), Abd Rasyid Syamsuri(3),


(1) Faculty of Economic, Universitas Muslim Nusantara Al Washliyah
(2) Faculty of Economic, Universitas Muslim Nusantara Al Washliyah
(3) Universitas Muslim Nusantara Al Washliyah
Corresponding Author

Abstract


The number of people who send goods to each other  makes delivery services very important. The development of internet technology  has a great  contribution to the community  need for goods delivery services. For  buying and selling goods business , it is not only limited to face-to-face but  also be done through online media. This research was  conducted using sampling technique namely convenience sampling with consideration of convenience, such as respondents who are easier to find by researchers (Sugiarto, 2011). Respondents in this study were   Costumer s who use delivery service companies with the following criteria: Have used delivery services in the last six months. The number of respondents used was  as many as 120 respondents with 22 types of attributes in the questionnaire. The results of the study showed that there was a positive and significant relationship between the servqual variable and  Costumer  trust; there was  no positive and significant effect between servicecape variables on  Costumer  trust; service quality on  Costumer  loyalty did  not have a significant and positive effect; there was  no effect of servicecape on  Costumer  loyalty; there was  a positive and significant effect of the  Costumer  trust variable on  Costumer  loyalty.

Keywords


Servicecape, Quality Service, Globalization

References


R. H. Muslimin, A. Darmawan, S. Bahri, And A. Rapi, "Improving Service Quality Of Delivery Services Based On Heterogeneous Customer Behavior In A Developing Country: A Context During Covid-19," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 6, No. 1, Pp. 43-64 %@ 2598-5795, 2022.

M. S. Andrianto, A. Sayekti, And F. Daniel, "ANALISIS SIKAP KONSUMEN DI MASA PANDEMI COVID-19 DAN PENGARUHNYA TERHADAP KEPUTUSAN PEMBELIAN DI COFFEE SHOP JABODETABEK," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 5, No. 2, Pp. 75-84 %@ 2598-5795, 2021.

A. S. Hanafi, C. Almy, And M. T. Siregar, "Pengaruh Gaya Kepemimpinan Dan Motivasi Kerja Terhadap Kinerja Pegawai," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 2, No. 1, Pp. 52-61, 2018.

G. Lăzăroiu, O. Neguriţă, I. Grecu, G. Grecu, And P. C. Mitran, "Consumers’ Decision-Making Process On Social Commerce Platforms: Online Trust, Perceived Risk, And Purchase Intentions," Frontiers In Psychology, Vol. 11, Pp. 890 %@ 1664-1078, 2020.

M. T. Siregar And T. Mutiara, "Perbaikan Proses Di Dalam Gudang Mengunakan Metode DMAIC Pada PT. Dakota Logistik Indonesia," Praxis: Jurnal Sains, Teknologi, Masyarakat Dan Jejaring, Vol. 1, No. 2, Pp. 139-150 %@ 2622-9137, 2019.

A. B. Primanto And F. Rahman, "Perlukah Pendampingan Terhadap Pelaku Umkm Dalam Memanfaatkan Media Sosial Sebagai Saluran Pemasaran Strategis?," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 3, No. 2, Pp. 119-128 %@ 2598-5795, 2019.

T. Zulfikar, I. Aprianti, And E. Rachmawati, "Digital Marketing And Brand Image To Increase Consumer Purchase Interest," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 6, No. 1, Pp. 21-29 %@ 2598-5795, 2022.

S. Suharyanto, "Dampak Kinerja Bauran Pemasaran Terhadap Keputusan Kuliah Calon Mahasiswa Politeknik X Cimahi," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 2, No. 1, Pp. 15-27 %@ 2598-5795, 2018.

R. H. Muslimin, A. Darmawan, S. Bahri, And A. Rapi, "Improving Service Quality Of Delivery Services Based On Heterogeneous Customer Behavior In A Developing Country: A Context During Covid-19," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 6, No. 1, Pp. 43-64 %@ 2598-5795, 2022.

M. S. Andrianto, A. Sayekti, And F. Daniel, "ANALISIS SIKAP KONSUMEN DI MASA PANDEMI COVID-19 DAN PENGARUHNYA TERHADAP KEPUTUSAN PEMBELIAN DI COFFEE SHOP JABODETABEK," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 5, No. 2, Pp. 75-84 %@ 2598-5795, 2021.

A. S. Hanafi, C. Almy, And M. T. Siregar, "Pengaruh Gaya Kepemimpinan Dan Motivasi Kerja Terhadap Kinerja Pegawai," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 2, No. 1, Pp. 52-61, 2018.

G. Lăzăroiu, O. Neguriţă, I. Grecu, G. Grecu, And P. C. Mitran, "Consumers’ Decision-Making Process On Social Commerce Platforms: Online Trust, Perceived Risk, And Purchase Intentions," Frontiers In Psychology, Vol. 11, Pp. 890 %@ 1664-1078, 2020.

M. T. Siregar And T. Mutiara, "Perbaikan Proses Di Dalam Gudang Mengunakan Metode DMAIC Pada PT. Dakota Logistik Indonesia," Praxis: Jurnal Sains, Teknologi, Masyarakat Dan Jejaring, Vol. 1, No. 2, Pp. 139-150 %@ 2622-9137, 2019.

A. B. Primanto And F. Rahman, "Perlukah Pendampingan Terhadap Pelaku Umkm Dalam Memanfaatkan Media Sosial Sebagai Saluran Pemasaran Strategis?," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 3, No. 2, Pp. 119-128 %@ 2598-5795, 2019.

T. Zulfikar, I. Aprianti, And E. Rachmawati, "Digital Marketing And Brand Image To Increase Consumer Purchase Interest," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 6, No. 1, Pp. 21-29 %@ 2598-5795, 2022.

S. Suharyanto, "Dampak Kinerja Bauran Pemasaran Terhadap Keputusan Kuliah Calon Mahasiswa Politeknik X Cimahi," Jurnal Manajemen Industri Dan Logistik (JMIL), Vol. 2, No. 1, Pp. 15-27 %@ 2598-5795, 2018.

V. Leninkumar, "The Relationship Between Customer Satisfaction And Customer Trust On Customer Loyalty," International Journal Of Academic Research In Business And Social Sciences, Vol. 7, No. 4, Pp. 450-465, 2017.

A. Kusumawati And K. S. Rahayu, "The Effect Of Experience Quality On Customer Perceived Value And Customer Satisfaction And Its Impact On Customer Loyalty," The TQM Journal %@ 1754-2731, 2020.

I. Khan, R. J. Garg, And Z. Rahman, "Customer Service Experience In Hotel Operations: An Empirical Analysis," Procedia-Social And Behavioral Sciences, Vol. 189, Pp. 266-274 %@ 1877-0428, 2015.

J. Kandampully, T. C. Zhang, And A. Bilgihan, "Customer Loyalty: A Review And Future Directions With A Special Focus On The Hospitality Industry," International Journal Of Contemporary Hospitality Management %@ 0959-6119, 2015.

F. Ali, W. G. Kim, J. Li, And H.-M. Jeon, "Make It Delightful: Customers' Experience, Satisfaction And Loyalty In Malaysian Theme Parks," Journal Of Destination Marketing & Management, Vol. 7, Pp. 1-11 %@ 2212-571X, 2018.

K. Boonlertvanich, "Service Quality, Satisfaction, Trust, And Loyalty: The Moderating Role Of Main-Bank And Wealth Status," International Journal Of Bank Marketing %@ 0265-2323, 2019.

A. Ferdinand, "Stuctural Equation Modelling Dalam Penelitian Managemen: Aplikasi Model-Model Rumit Dalam Penelitian Thesis Dan Disertasi," Semarang (ID), Badan Penerbit Universitas Diponegoro, 2002.

S. H. Situmorang, "Influence Of Servicescape, Customer Satisfaction, WOM, And Social Media To Consumer Loyalty (Study Case Bali Beach)," 2018: Atlantis Press, Pp. 403-408 %@ 946252470X.

W. C. Izaak And R. Alit, "The Role Of Servicescape And Perceived Sacrifice On Loyalty Intentions University Students," Nusantara Science And Technology Proceedings, Pp. 38-48 %@ 2622-9692, 2018.

F. F. Reichheld And P. Schefter, "E-Loyalty: Your Secret Weapon On The Web," Harvard Business Review, Vol. 78, No. 4, Pp. 105-113 %@ 0017-8012, 2000.

N. Nguyen, A. Leclerc, And G. Leblanc, "The Mediating Role Of Customer Trust On Customer Loyalty," 2013.


Full Text: PDF - full text

Article Metrics

Abstract View : 456 times
PDF - full text Download : 418 times

 DOI: 10.30988/jmil.v7i1.1023

Refbacks

  • There are currently no refbacks.