THE EFFECTS OF PICK UP SERVICE, LOADING UNLOADING, AND TRANSPORTATION ON LOGISTICS CUSTOMER SATISFACTION THROUGH LOGISTICS SERVICE QUALITY: A STUDY ON UNIVERSITAS TERBUKA LEARNING MATERIAL DISTRIBUTION AT PT POS INDONESIA TANGERANG MAIN BRANCH, INDONESIA

Tina Tina

Abstract


The PT Pos Indonesia Tangerang Main Branch Office (KCU) plays a strategic role in distributing learning materials for Universitas Terbuka (UT) to various regions across Indonesia and contributes significantly to the company’s logistics revenue. However, numerous complaints from employees of UPBJJ Bandung indicate shortcomings in logistics service implementation, particularly in service quality and customer satisfaction. This study aims to analyze the effects of PickUp Service, Loading Unloading, and Transportation on Logistics Service Quality (LSQ), and to examine the impact of LSQ on Logistics Customer Satisfaction, both directly and as a mediating variable. This research employs a quantitative approach with descriptive and verificative methods. The population consists of 189 UPBJJ Bandung employees, with 128 respondents selected using the Slovin formula. Data were collected through questionnaires, interviews, observations, documentation, and literature review. Analysis was conducted using SEM-PLS with SmartPLS 3, including validity and reliability testing. The results are expected to provide empirical evidence on LSQ’s mediating role and offer recommendations to enhance UT material distribution services.Top of Form


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DOI: https://doi.org/10.3059/insis.v0i0.29541

DOI (PDF): https://doi.org/10.3059/insis.v0i0.29541.g15096

DOI (PDF): https://doi.org/10.3059/insis.v0i0.29541.g15097

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