Analysis of The Effects of Pickup Service, Loading and Unloading, Transportation, and Price on Logistics Customer Satisfaction Through Logistics Service Quality: A Study of Educational Material Distribution for Universitas Terbuka by PT POS Indonesia, Tangerang Main Branch

Authors

  • Tina Tina Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia
  • Melia Eka Lestiani Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia
  • Maniah Maniah Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia

DOI:

https://doi.org/10.38035/sjtl.v4i2.1095

Keywords:

Pickup service, Loading Unloading, Transportation, Price, Logistics Service Quality, Logistics Customer Satisfaction

Abstract

This study aims to examine the effects of Pickup Service, Loading and Unloading, Transportation, and Pricing on Logistics Customer Satisfaction through Logistics Service Quality in the distribution of educational materials for Universitas Terbuka by PT Pos Indonesia, Tangerang Main Branch. A quantitative research approach was employed, involving 129 respondents selected through stratified random sampling from a population of 190 respondents. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3 software. All measurement indicators satisfied the required validity and reliability criteria, with outer loadings exceeding 0.700, Cronbach's Alpha and Composite Reliability values above 0.700, and Average Variance Extracted (AVE) values greater than 0.500.The findings reveal that Pickup Service (T = 2.564, p < 0.001), Loading and Unloading (T = 2.417, p = 0.016), Transportation (T = 3.076, p = 0.002), and Pricing (T = 2.323, p = 0.021) each have a positive and statistically significant effect on Logistics Service Quality. Furthermore, Logistics Service Quality has a positive and significant effect on Logistics Customer Satisfaction (T = 4.106, p < 0.001). The direct effects of all independent variables on Logistics Customer Satisfaction are also statistically significant. Regarding the mediating role of Logistics Service Quality, significant indirect effects were found for Pickup Service (T = 2.201, p = 0.028), Transportation (T = 3.076, p = 0.002), and Pricing (T = 2.051, p = 0.041), whereas the indirect effect of Loading and Unloading was not statistically significant (T = 1.893, p = 0.059). The Adjusted R² values of 0.557 and 0.711 indicate that the proposed model explains 55.70% of the variance in Logistics Service Quality and 71.10% of the variance in Logistics Customer Satisfaction, respectively.

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Published

2026-08-23

How to Cite

Tina, T., Lestiani, M. E., & Maniah, M. (2026). Analysis of The Effects of Pickup Service, Loading and Unloading, Transportation, and Price on Logistics Customer Satisfaction Through Logistics Service Quality: A Study of Educational Material Distribution for Universitas Terbuka by PT POS Indonesia, Tangerang Main Branch. Siber Journal of Transportation and Logistics, 4(2), 302–317. https://doi.org/10.38035/sjtl.v4i2.1095

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Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)

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Copyright (c) 2026 Tina Tina, Melia Eka Lestiani, Maniah Maniah

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