A COMPUTATIONAL AND STATISTICAL ASSESSMENT OF SERVICE QUALITY DIMENSIONS AFFECTING CUSTOMER SATISFACTION IN THE LOGISTICS SECTOR

Authors

  • Eliza Viandrayani Aziz Department of Business Administration, Institute of Digital Economy LPKIA, Bandung, Indonesia
  • Rissa Agustin Department of Business Administration, Institute of Digital Economy LPKIA, Bandung, Indonesia
  • Jon Hendro Department of Business Administration, Institute of Digital Economy LPKIA, Bandung, Indonesia
  • Rindu Giska Pratiwi Department of Business Administration, Institute of Digital Economy LPKIA, Bandung, Indonesia
  • Zodi Soegara Department of Business Administration, Institute of Digital Economy LPKIA, Bandung, Indonesia
  • Neng Susi Susilawati Sugiana Department of Business Administration, Institute of Digital Economy LPKIA, Bandung, Indonesia

DOI:

https://doi.org/10.37231/myjcam.2025.8.2.159

Keywords:

Service quality, SERVQUAL, regression analysis, logistics service

Abstract

This study quantitatively models the relationship between service quality dimensions and customer satisfaction in Indonesia’s courier industry, with a focus on PT Jalur Nugraha Ekakurir (JNE). Using the SERVQUAL framework—comprising reliability, responsiveness, assurance, empathy, and tangibles—data were collected from 50 active JNE customers through structured questionnaires. Statistical analysis was conducted using SPSS, including descriptive statistics, reliability testing, correlation, and multiple linear regression. The regression results show that reliability and responsiveness have the most significant effects on customer satisfaction (R = 0.745, R² = 0.555, p < 0.01), indicating that these two dimensions explain over 55% of the variance in satisfaction levels. Tangibles also exhibit a moderate positive relationship (r = 0.702), while assurance and empathy show weaker but consistent effects. These findings confirm that timely delivery, dependable operations, and responsive communication are key determinants of customer satisfaction in courier services. The study provides a computational and empirical contribution to the modelling of service quality in Indonesia’s logistics sector, supporting the applicability of the SERVQUAL framework in quantitative performance evaluation.

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Published

2025-11-05

Issue

Vol. 8 No. 2 (2025): Malaysian Journal of Computing and Applied Mathematics

Section

Articles

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Copyright (c) 2025 Malaysian Journal of Computing and Applied Mathematics

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