The Influence of Logistics Service Quality on Shipping Services (Study on Consumers of J&T Express, JNE Express, SiCepat, Pos Indonesia and Ninja Express)

This research is motivated by consumer dissatisfaction with the use of delivery services at J&T Express,JNE Express, SiCepat, Pos Indonesia and Ninja Express. This study aims to determine the effect ofLogistics Service Quality, namely Information Quality, Ordering Procedures, Ordering Release Quantities,Timeliness, Order Accurancy, Order Quality, Order Conditions, Order Disrepancy Handling, and PersonalContact Quality, on consumer satisfaction in using delivery services at J&T Express. , JNE Express,SiCepat, Pos Indonesia and Ninja Express. The method used in this study is a quantitative method withdescriptive type and causal research. The types of data needed for research are primary data and secondarydata. Sampling was done by non-probability sampling method with purposive sampling type, with a totalof 210 respondents. The data analysis technique used was descriptive analysis and multiple linear regressionanalysis to determine the effect of Logistics Service Quality on customer satisfaction. The results of theanalysis of this study indicate that partially the variables Ordering Procedures, Ordering Release Quantities,Order Conditions and Personal Contact Quality have a significant effect on consumer satisfaction. Then theresults of simultaneous research analysis show that there is a significant influence between LogisticsService Quality, namely Information Quality, Ordering Procedures, Ordering Release Quantities,Timeliness, Order Accurancy, Order Quality, Order Conditions, Order Disrepancy Handling, and PersonalContact Quality. The coefficient of determination shows that the Logistics Service Quality variable has asignificant effect on customer satisfaction by 58.06%, while the remaining 41.94% is approved by othervariables outside this study.Keywords: Logistics Service Quality; Consumer dissatisfaction; Delivery Services; Shipping Service