Citation

Prasetio, Adhi and Hananto, Bagas Arief and Adiningtyas, Helmi and Liew, Tze Wei (2025) The role of service quality, customer perceived value, and trust in enhancing customer satisfaction of expedition service. Decision Science Letters, 14 (1). pp. 193-204. ISSN 19295804

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Abstract

The swift growth of online commerce has significantly impacted the expedition service industry. As online shopping becomes increasingly prevalent, reliable shipping service has become crucial. Therefore, this study aims to determine the correlation between service quality, customer perceived value, and trust, as well as their impact on customer satisfaction within the expedition service industry. A survey was carried out through various messaging platforms, such as WhatsApp and Telegram, to reach users. Data were then obtained from 165 respondents, who were users of the 8 most popular expedition services in Indonesia (including J&T, JNE, SiCepat, Ninja Express, SAP, and others), followed by PLS-SEM analysis. The results showed that the three independent variables positively influenced customer satisfaction. In addition, trust acted as a mediator, indirectly affecting both service quality and customer perceived value. These results are expected to serve as a foundation for developing more efficient and contextually relevant strategies for expedition companies in the future.

Item Type:	Article
Uncontrolled Keywords:	Service Quality, Customer Perceived Value, Trust, Customer Satisfaction Expedition, Service
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9000-9999 Special industries and trades
Divisions:	Faculty of Business (FOB)
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	18 Feb 2025 01:58
Last Modified:	18 Feb 2025 01:58
URII:	http://shdl.mmu.edu.my/id/eprint/13462

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