Relationship of Exogen Variables for Customer Use and Satisfaction of Delivery Services

E3S Web of Conferences

Waluyo Mohammad Rachman¹  Waluyo Minto²  Winursito Yekti Condro²  Islami Mega Cattleya Prameswari Annissaa²  Sari Rizqi Novita² 

[1] Department of Industrial Engineering, Faculty of engineering. University of Pembangunan Nasional Veteran Jakarta;Department of Industrial Engineering, Faculty of engineering. University of Pembangunan Nasional Veteran Jawa Timur;

关键词: exogen variables;    delivery services;    structural equation modeling;   

DOI  :  10.1051/e3sconf/202132805013

来源: DOAJ

【 摘 要 】

The purpose of this paper is to determine the relationship of exogenous variables consisting of quality logistics service variables, brand image, and social media marketing on usage decisions and customer satisfaction. The shipping services studied specifically for domestic shipments consisted of J&T, JNE, TlKl, Wahana, SiCepat, ID Express, and Pos Indonesia using perception data through questionnaires. Respondents have at least used delivery services twice. Determination of the number of respondents using the maximum likelihood technique. The tool used in this research is Structural Equation Modeling. The results of this study indicate that the variables of logistics service quality and social media marketing have a positive and significant effect on usage decisions. The relationship between brand image and usage decisions cannot be proven because there is multicollinearity, which causes this variable to be excluded from the study. The equation of the relationship model of exogenous variables on the use and customer satisfaction of expedition services without using the brand image variable is as follows, Y2 = 0.371X1 + 0.482X3.

【 授权许可】

Unknown