E3S Web Conf.
Volume 328, 2021International Conference on Science and Technology (ICST 2021)
|Number of page(s)||6|
|Section||Material Theory, Modeling & Characterisation, System Manufacture, Dynamic System|
|Published online||06 December 2021|
Relationship of Exogen Variables for Customer Use and Satisfaction of Delivery Services
1 Department of Industrial Engineering, Faculty of engineering. University of Pembangunan Nasional Veteran Jawa Timur, Surabaya, Indonesia
2 Department of Industrial Engineering, Faculty of engineering. University of Pembangunan Nasional Veteran Jakarta, Indonesia
* Corresponding author: email@example.com
The purpose of this paper is to determine the relationship of exogenous variables consisting of quality logistics service variables, brand image, and social media marketing on usage decisions and customer satisfaction. The shipping services studied specifically for domestic shipments consisted of J&T, JNE, TlKl, Wahana, SiCepat, ID Express, and Pos Indonesia using perception data through questionnaires. Respondents have at least used delivery services twice. Determination of the number of respondents using the maximum likelihood technique. The tool used in this research is Structural Equation Modeling. The results of this study indicate that the variables of logistics service quality and social media marketing have a positive and significant effect on usage decisions. The relationship between brand image and usage decisions cannot be proven because there is multicollinearity, which causes this variable to be excluded from the study. The equation of the relationship model of exogenous variables on the use and customer satisfaction of expedition services without using the brand image variable is as follows, Y2 = 0.371X1 + 0.482X3.
Key words: Exogen Variables / Delivery Services / Structural Equation Modeling
© The Authors, published by EDP Sciences, 2021
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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