Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)

<Previous Article In Volume
Next Article In Volume>

Logistic Service Quality and Customer Satisfaction, In context to Indonesia Courier Service

Authors
Agus Fatkhurohman Handoyo1, *, Ratih Hurriyati1, Heny Hendrayati1
1Universitas Pendidikan Indonesia, Bandung, Indonesia
*Corresponding author. Email: Agusfhandoyo@upi.edu
Corresponding Author
Agus Fatkhurohman Handoyo
Available Online 12 September 2025.
DOI
10.2991/978-94-6463-817-2_25How to use a DOI?
Keywords
Courier Services Industry; Customer Satisfaction; Logistics Service Quality
Abstract

The courier service industry in Indonesia is experiencing significant development, making the competition in that industry very tight, with each company trying to provide efficient logistics services. This study explores the relationship between service quality and customer satisfaction while identifying the key logistics service quality factors that influence customer satisfaction within Indonesian courier companies. A quantitative method was used with a Likert scale questionnaire. The population of this study was users of courier services in West Java, Jakarta, Banten, Central Java, the Special Region of Yogyakarta, and East Java. The sample was selected by simple randomization with a total of 134 respondents. Data processing results show a significant and positive effect of logistic service quality on customer satisfaction. This research provides an understanding of the importance of logistics service quality in increasing customer satisfaction in the courier service industry. It emphasizes the necessity for courier companies to continuously assess and enhance their logistics service quality to meet customers’ rising demands and expectations. Additionally, the study identifies the primary dimensions of logistics service quality that should be prioritized for future improvement and development.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

<Previous Article In Volume
Next Article In Volume>
Volume Title
Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
12 September 2025
ISBN
978-94-6463-817-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-817-2_25How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Agus Fatkhurohman Handoyo
AU  - Ratih Hurriyati
AU  - Heny Hendrayati
PY  - 2025
DA  - 2025/09/12
TI  - Logistic Service Quality and Customer Satisfaction, In context to Indonesia Courier Service
BT  - Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
PB  - Atlantis Press
SP  - 199
EP  - 206
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-817-2_25
DO  - 10.2991/978-94-6463-817-2_25
ID  - Handoyo2025
ER  -