Evaluasi Penerapan Logistik Digital Pada Distributor PT. XYZ

Sihombing, Medika Kristina (2027) Evaluasi Penerapan Logistik Digital Pada Distributor PT. XYZ. Other thesis, Institut Teknologi Sepuluh Nopember.

Text 6032212093_Thesis.pdf - Accepted Version Restricted to Repository staff only Download (1MB) | Request a copy

Abstract

PT XYZ Indonesia merupakan salah satu perusahaan Fast Moving Consumer Goods (FMCG) yang berupaya meningkatkan kualitas layanan distribusi melalui penerapan sistem Logistik Digital menggunakan aplikasi Locus pada jaringan distributornya. Implementasi sistem ini bertujuan meningkatkan efisiensi pengiriman, kualitas informasi, serta kualitas layanan kepada pelanggan. Namun, mengingat implementasinya yang relatif baru, diperlukan evaluasi untuk mengetahui pengaruhnya terhadap kepuasan pengguna dan kinerja pengiriman. Penelitian ini bertujuan mengevaluasi penerapan Logistik Digital pada lini distributor PT XYZ dengan menganalisis pengaruh kualitas layanan dan kualitas informasi terhadap kepuasan pengguna serta kinerja pengiriman. Penelitian menggunakan metode SERVQUAL dan Structural Equation Modeling–Partial Least Squares (SEM-PLS). Data diperoleh melalui kuesioner yang disebarkan kepada empat kelompok pemangku kepentingan, yaitu pemilik toko, tim pengiriman (delivery team), distributor, dan manajemen. Analisis data dilakukan menggunakan perangkat lunak IBM SPSS 25 dan SmartPLS 3. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan pengguna (p-value = 0,014) serta kinerja pengiriman (p-value = 0,020). Kualitas informasi berpengaruh positif dan signifikan terhadap kinerja pengiriman (p-value = 0,032), namun tidak berpengaruh signifikan terhadap kepuasan pengguna (p-value = 0,097). Selain itu, kepuasan pengguna terbukti memiliki pengaruh positif dan signifikan terhadap kinerja pengiriman (p-value = 0,000). Nilai R-Square menunjukkan bahwa model mampu menjelaskan 76,5% variasi kepuasan pengguna dan 87,5% variasi kinerja pengiriman. Penelitian ini menyimpulkan bahwa Kualitas Layanan berpengaruh signifikan secara positif terhadap Kepuasan Pengguna sedangkan Kualitas Informasi tidak berpengaruh signifikan secara positif terhadap Kepuasan Pengguna. Kemudian, Kualitas Informasi berpengaruh signifikan secara positif terhadap Kinerja Pengiriman dan Kepuasan Pengguna berpengaruh signifikan secara positif terhadap Kinerja Pengiriman.
=========================================================================================================================================
PT XYZ Indonesia, one of the leading Fast-Moving Consumer Goods (FMCG) companies in Indonesia, has implemented a Digital Logistics system through the Locus application across its distributor network to enhance delivery performance, service quality, and operational efficiency. Given the relatively recent implementation of the system, a comprehensive evaluation is required to assess its effectiveness and its impact on user satisfaction and delivery performance. This study aims to evaluate the implementation of Digital Logistics within PT XYZ’s distributor operations by examining the effects of service quality and information quality on user satisfaction and delivery performance. The research employed the Service Quality (SERVQUAL) framework and Structural Equation Modeling–Partial Least Squares (SEM-PLS) as the primary analytical methods. Data was collected through questionnaires distributed to four key stakeholder groups, namely store owners, delivery teams, distributors, and management personnel. Data analysis was conducted using IBM SPSS 25 and SmartPLS 3. The results indicate that service quality has a positive and significant effect on user satisfaction (p-value = 0.014) and delivery performance (p-value = 0.020). Information quality was found to have a positive and significant effect on delivery performance (p-value = 0.032), but its effect on user satisfaction was not statistically significant (p-value = 0.097). Furthermore, user satisfaction demonstrated a strong positive and significant influence on delivery performance (p-value = 0.001). The structural model explains 76.5% of the variance in user satisfaction and 87.5% of the variance in delivery performance. These findings suggest that the successful implementation of the Locus application contributes to improved delivery performance primarily through enhanced service quality and user satisfaction. This study concludes that Service Quality has a significant positive effect on User Satisfaction, whereas Information Quality does not have a significant positive effect on User Satisfaction. Furthermore, Information Quality has a significant positive effect on Delivery Performance, and User Satisfaction also exerts a significant positive influence on Delivery Performance.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Digital Logistics, SERVQUAL, SEM-PLS, Service Quality, Information Quality, User Satisfaction, Delivery Performance.
Subjects:	T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Medika Kristina Sihombing
Date Deposited:	30 Jul 2026 03:38
Last Modified:	30 Jul 2026 03:38
URI:	http://repository.its.ac.id/id/eprint/140296

Actions (login required)

View Item