Pengaruh Service Quality, Perceived Value, Dan Trust Pada Third Party Logistic Terhadap Customer Satisfaction Dan Intention To Use

Halim, Jessica Patricia (2023) Pengaruh Service Quality, Perceived Value, Dan Trust Pada Third Party Logistic Terhadap Customer Satisfaction Dan Intention To Use. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Konteks: Perkembangan teknologi yang pesat menyebabkan perubahan drastis pada tatanan hidup masyarakat. Salah satu industri yang mengalami perubahan signifikan adalah penggunaan layanan e-commerce di Indonesia. Peningkatan pemilik bisnis yang bertransaksi melalui e-commerce demi mendapatkan keuntungan kompetitif melalui interaksi pelanggan merupakan salah satu faktor pendukung penggunaan e-commerce. Tantangan terbesar dalam mendukung proses belanja online adalah memberikan dan menjaga customer satisfaction, serta meningkatkan intention to use. Salah satu layanan yang berkontribusi dalam memberi customer satisfaction adalah layanan distribusi barang yang biasanya diserahkan kepada Third Party Logistics (3PL). Maraknya transaksi e-commerce menyebabkan kebutuhan penyedia jasa logistik juga meningkat. Peningkatan kebutuhan ini menyebabkan diperlukan adanya analisis mengenai hubungan antara 3PL pada e-commerce dengan customer satisfaction dan intention to use. Permasalahan: Layanan distribusi memegang peran yang penting pada sektor e-commerce. Hal ini membuat 3PL turut mengambil peran dalam kesuksesan e-commerce. Sebagai layanan ekspedisi yang masih baru, Shopee Xpress harus mampu bersaing dengan layanan ekspedisi lainnya agar dapat menguasai pasar logistik. Maka dari itu, diperlukan adanya penelitian untuk menganalisis apakah service quality, perceived value, dan trust yang diberikan oleh Shopee Xpress berpengaruh terhadap customer satisfaction dan intention to use. Tujuan: Tujuan utama tugas akhir ini adalah untuk menganalisis pengaruh service quality, perceived value, dan trust yang diberikan oleh Shopee Xpress terhadap customer satisfaction dan intention to use, serta memberi saran dan rekomendasi untuk meningkatkan layanan 3PL. Metode: Penelitian tugas akhir dilakukan dengan menggunakan metode Partial Least Square – Structural Equation Modeling (PLS-SEM). Pengumpulan data dilakukan dengan menyebarkan kuesioner secara daring/online kepada pengguna 3PL Shopee Xpress yang berdomisili di Indonesia. Hasil: Hasil yang didapatkan pada penelitian ini adalah service quality, customer perceived value, dan trust memiliki hubungan yang positif dan signifikan terhadap customer satisfaction dan intention to use. Dari hasil analisis, terdapat sembilan indikator yang tidak valid dan dua variabel yang tidak reliabel. Selain itu, didapatkan saran rekomendari berupa peningkatan fitur dan edukasi kurir untuk memaksimalkan layanan 3PL. Nilai Tambah: Penelitian ini diharapkan dapat membantu penyedia layanan 3PL untuk melakukan perbaikan atau improvisasi berdasarkan saran dan rekomendasi yang didapat dari hasil penelitian. Selain itu, penyedia layanan 3PL juga dapat mengetahui faktor-faktor yang memengaruhi customer satisfaction dan intention to use yang dapat digunakan dalam membantu mengambil keputusan manajerial, dan dapat dijadikan referensi dalam pengerjaan penelitian terkait
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Context: The rapid development of technology has caused drastic changes in people's lives. One of the industries that has experienced significant changes is the use of e-commerce services in Indonesia. The increase in business owners transacting through e-commerce in order to gain competitive advantage through customer interaction is one of the supporting factors for the use of e-commerce. The biggest challenge in supporting the online shopping process is provide and maintain customer satisfaction, and increase intention to use. One of the services that contribute to providing customer satisfaction is the goods distribution service which is usually assigned to Third Party Logistics (3PL). The rise of e-commerce transactions causes the need for logistics service providers to also increase. This increased demand necessitates an analysis of the relationship between 3PL in e-commerce and customer satisfaction and intention to use. Problem: Distribution services play an important role in the e-commerce sector. This makes 3PL take part in the success of e-commerce. As a new expedition service, Shopee Xpress must be able to compete with other expedition services in order to dominate the logistics market. Therefore, research is needed to analyse whether the service quality, perceived value, and trust provided by Shopee Xpress affect customer satisfaction and intention to use. Objective: The main objective of this final project is to analyse the effect of service quality, perceived value, and trust provided by Shopee Xpress on customer satisfaction and intention to use, as well as provide suggestions and recommendations for improving 3PL services. Method: The final project research was carried out using the Partial Least Square – Structural Equation Modelling (PLS-SEM) method. Data collection was carried out by distributing online questionnaires to 3PL Shopee Xpress users in Indonesia. Result: The results obtained in this study are service quality, customer perceived value, and trust have a positive and significant relationship to customer satisfaction and intention to use. From the results of the analysis, there are nine invalid indicators and two unreliable variables. Apart from that, the recommendation suggestions obtained are in the form of feature enhancements and courier education to maximize 3PL services. Value Added: This research is expected to help 3PL service providers to make improvements or improvise based on the suggestions and recommendations obtained from the research results. In addition, 3PL service providers can also find out the factors that influence customer satisfaction and intention to use, which can be used to help make managerial decisions, and can be used as a reference in carrying out related research

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kata kunci: Third Party Logistic, Structural Equation Modeling, Customer Satisfaction, Intention to Use ========================================================================================================================Keywords: Third Party Logistic, Structural Equation Modeling, Customer Satisfaction, Intention to Use
Subjects:	H Social Sciences > HB Economic Theory > HB801 Consumer behavior. H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis
Depositing User:	Jessica Patricia Halim
Date Deposited:	20 Jul 2023 07:39
Last Modified:	20 Jul 2023 07:39
URI:	http://repository.its.ac.id/id/eprint/98716

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