Determinants of Purchase Intent in The Freight Forwarding Sector in Jakarta
DOI:
https://doi.org/10.38035/sjtl.v4i3.1242Keywords:
Logistics Service Quality, Customer Trust, Purchase Intention, Freight Forwarder, PLS-SEMAbstract
The increasing competition in the freight forwarding industry requires companies to improve Logistics Service Quality to build Customer Trust and encourage customers to use freight forwarding services. This study aims to analyze the effect of the dimensions of Logistics Service Quality on Purchase Intention through Customer Trust in the freight forwarding sector in Jakarta. A quantitative approach was employed by distributing questionnaires to 240 respondents selected through purposive sampling. The data were analyzed using the Partial Least Squares Structural Equation Modeling method with SmartPLS 4 software. The results show that only the Reliability dimension has a positive and significant effect on Customer Trust, while Efficiency, Fulfillment, Responsiveness, Security, and Return do not significantly affect Customer Trust. Furthermore, Customer Trust has a positive and significant effect on Purchase Intention and significantly mediates only the relationship between Reliability and Purchase Intention. The study concludes that service reliability is the most important factor in strengthening Customer Trust and increasing customers' intention to use freight forwarding services.
References
Bhat, S. A., & Darzi, M. A. (2020). Online Service Quality Determinants and E-trust in Internet Shopping: A Psychometric Approach. Vikalpa: The Journal for Decision Makers, 45(4), 207–222. https://doi.org/10.1177/02560909211012806
Do, Q. H., Kim, T. Y., & Wang, X. (2023). Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences. Journal of Retailing and Consumer Services, 70, 103165. https://doi.org/10.1016/j.jretconser.2022.103165
GÜNGÖR, O., & ACER, A. (2021). The Effect of Logistics Service Quality on Customer Trust in Intermodal Transportation. Kırklareli Üniversitesi Sosyal Bilimler Dergisi, 5(2), 157–187. https://doi.org/10.47140/kusbder.1027177
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.).
Handoyo, S. (2024). Purchasing in the digital age: A meta-analytical perspective on trust, risk, security, and e-WOM in e-commerce. Heliyon, 10(8), e29714. https://doi.org/10.1016/j.heliyon.2024.e29714
Jang, H. M., Marlow, P. B., & Mitroussi, K. (2013). The Effect of Logistics Service Quality on Customer Loyalty through Relationship Quality in the Container Shipping Context. https://doi.org/10.5325/transportationj.52.4.0493
Jusufbašić, A., & Stević, Ž. (2023). Measuring Logistics Service Quality Using the SERVQUAL Model. Journal of Intelligent Management Decision, 2(1), 1–10. https://doi.org/10.56578/jimd020101
Kotler, P., Keller, K. L., & Chernev, A. (2021). Marketing Management (16th ed.). Pearson Education.
Lin, X., Mamun, A. Al, Yang, Q., & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PLOS ONE, 18(5), e0286382. https://doi.org/10.1371/journal.pone.0286382
Liu, K., Li, Q., & Tao, D. (2025). Determinants of continuous use intention of smart healthcare services: Evidence from a commitment-trust theory perspective. Health Informatics Journal, 31(3). https://doi.org/10.1177/14604582251381156
Mentzer, J.T., Flint, D.J. & Kent, J. . (1999). Developing a Logistics Service Quality Scale.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics Service Quality as a Segment-Customized Process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Mkama, F. I., & Kimario, H. F. (2026). Trustworthiness! A resilience strategy for operational efficiency of third-party logistics integration of road cargo transportation. IIMT Journal of Management, 1–20. https://doi.org/10.1108/IIMTJM-06-2025-0039
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
Ngo, T. T. A., An, G. K., Dao, D. K., Nguyen, N. Q. N., Nguyen, N. Y. V., & Phong, B. H. (2025). Roles of logistics service quality in shaping generation Z customers’ repurchase intention and electronic word of mouth in E-commerce industry. PLOS One, 20(5), e0323962. https://doi.org/10.1371/journal.pone.0323962
Olfebri, O. (2024). Determination of Customer Loyalty in the International Cargo Company. Dinasti International Journal of Education Management And Social Science, 5(3), 289–297. https://doi.org/10.31933/dijemss.v5i3.2385
Prassida, G. F., Munawaroh, H., & Yani, R. A. W. (2024). The Distinctive Role of Satisfaction in Bridging the Relationship Between Logistics Service Quality and Behavioral Intentions. Procedia Computer Science, 234, 1313–1321. https://doi.org/10.1016/j.procs.2024.03.129
Rosário, A. T., & Casaca, J. A. (2023). Relational Marketing and Customer Satisfaction: A Systematic Literature Review. Estudios Gerenciales, 516–532. https://doi.org/10.18046/j.estger.2023.169.6218
Sann, R., Pimpohnsakun, P., & Booncharoen, P. (2024). Exploring the impact of logistics service quality on customer satisfaction, trust and loyalty in bus transport. International Journal of Quality and Service Sciences, 16(4), 519–541. https://doi.org/10.1108/IJQSS-07-2023-0110
Sofah, E., Nelmida, N., Sholihah, S. A., Pahrudin, C., & Abdurachman, E. (2026). Analysis of The Influence of Service Quality, Price, and Reputation on Customer Loyalty with Customer Satisfaction as a Mediating Variable in a Freight Forwarding Company. Jurnal Ekonomi Manajemen Sistem Informasi, 7(5), 4452–4462. https://doi.org/10.38035/jemsi.v7i5.8343
Sunyoto, H. K., Gunawan, C. A., & Shrinithy, P. (2025). The Measurement of Consumers’ Purchase Intention in E-commerce by Electronic Service Quality: Mediation Test of E-satisfaction and E-trust. Abhigyan, 43(2), 123–142. https://doi.org/10.1177/09702385241282386
Thai, V. V. (2013). Logistics service quality: conceptual model and empirical evidence. International Journal of Logistics Research and Applications, 16(2), 114–131. https://doi.org/10.1080/13675567.2013.804907
Yang, Q., Wang, Z.-S., Feng, K., & Tang, Q.-Y. (2024). Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory. Journal of Retailing and Consumer Services, 81, 103940. https://doi.org/10.1016/j.jretconser.2024.103940
Yoganandan, G., & Vasan, M. (2024). Is logistics service quality a pathway to customer loyalty in the international freight forwarding industry. International Journal of Logistics Systems and Management, 48(1), 1–16. https://doi.org/10.1504/IJLSM.2024.138881
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Annisa Ahlush Shuffah, Harry Purwoko, Prasadja Ricardianto, Nelmida Nelmida, Olfebri Olfebri
This work is licensed under a Creative Commons Attribution 4.0 International License.
Copyright :
Authors who publish their manuscripts in this journal agree to the following conditions:
- Copyright in each article belongs to the author.
- The author acknowledges that the Siber Journal of Transportation and Logistics (SJTL) has the right to be the first to publish under a Creative Commons Attribution 4.0 International license (Attribution 4.0 International CC BY 4.0).
- Authors can submit articles separately, arrange the non-exclusive distribution of manuscripts that have been published in this journal to other versions (for example, sent to the author's institutional repository, publication in a book, etc.), by acknowledging that the manuscript has been published for the first time at SJTL.
