The Impact of Coal Transportation Services and Business Diversification on Customer Trust and Customer Satisfaction at PT Andhika Lines

Authors

  • Ravinda Dwi Anmal Siswandi Sekolah Tinggi Ilmu Pelayaran, Jakarta, Indonesia
  • Rizky Nu’aldira Pratama Sekolah Tinggi Ilmu Pelayaran, Jakarta, Indonesia
  • Arif Hidayat Sekolah Tinggi Ilmu Pelayaran, Jakarta, Indonesia
  • April Gunawan Malau Sekolah Tinggi Ilmu Pelayaran, Jakarta, Indonesia
  • Vidya Selasdini Sekolah Tinggi Ilmu Pelayaran, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/sjtl.v4i2.1170

Keywords:

Service Quality, Business Diversification, Customer Trust, Customer Satisfaction

Abstract

The coal transportation service industry requires companies not only to provide high-quality transportation services but also to implement business diversification strategies to enhance customer trust and satisfaction. PT Andhika Lines, as a coal transportation service provider, faces increasing competition in maintaining long-term customer relationships while improving service quality and business sustainability. This study aims to analyze the effects of Coal Transportation Services and Business Diversification on Customer Satisfaction, with Customer Trust serving as a mediating variable. This research employed a quantitative approach using a survey design involving 110 respondents who were customers of PT Andhika Lines. Respondents were selected using a purposive sampling technique. Data were collected through a five-point Likert scale questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that Coal Transportation Services have a positive and significant effect on Customer Trust (β = 0.284; t = 2.324; p = 0.010) and Customer Satisfaction (β = 0.411; t = 2.387; p = 0.009). Business Diversification also has a positive and significant effect on Customer Trust (β = 0.517; t = 4.442; p = 0.000) and Customer Satisfaction (β = 0.283; t = 2.523; p = 0.006). Furthermore, Customer Trust positively and significantly influences Customer Satisfaction (β = 0.295; t = 2.110; p = 0.018), while significantly mediating the relationship between Coal Transportation Services and Customer Satisfaction (β = 0.084; t = 1.868; p = 0.031), as well as between Business Diversification and Customer Satisfaction (β = 0.153; t = 1.821; p = 0.035). The findings reveal that Business Diversification is the most influential variable affecting Customer Trust, with a path coefficient of 0.517, while Market Expansion is the most representative dimension (loading factor = 0.962) represented by indicator X2.7 (loading factor = 0.912). Meanwhile, Empathy is the strongest dimension of the Coal Transportation Services variable (loading factor = 0.943) with indicator X1.10 (loading factor = 0.944). These findings suggest that improving customer satisfaction at PT Andhika Lines depends on expanding market coverage, delivering customer-oriented services, strengthening trust through service integrity, and maintaining long-term relationships as a source of sustainable competitive advantage.

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Published

2026-09-10

How to Cite

Siswandi, R. D. A., Pratama, R. N., Hidayat, A., Malau, A. G., & Selasdini, V. (2026). The Impact of Coal Transportation Services and Business Diversification on Customer Trust and Customer Satisfaction at PT Andhika Lines. Siber Journal of Transportation and Logistics, 4(2), 460–472. https://doi.org/10.38035/sjtl.v4i2.1170

Issue

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

Section

Articles

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Copyright (c) 2026 Ravinda Dwi Anmal Siswandi, Rizky Nu’aldira Pratama, Arif Hidayat, April Gunawan Malau, Vidya Selasdini

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