The Impact of Logistics Service Quality on Consumer Satisfaction in E-Commerce Distribution Channels in Indonesia

This study examines the correlation between Logistics Service Quality and Customer Satisfaction in Indonesia's e-commerce distribution channels. As the e-commerce distribution channel in Indonesia is rapidly growing, logistics services become the backbone of this industry. This research aims to identify the factors that correlate positively and significantly with customer satisfaction. Research design, data, and methodology: This research employs an explanatory quantitative approach. This study surveyed 516 e-commerce users in Indonesia. We collected data via the survey web platform (Jakpat) using non-probability purposive sampling. The study used SmartPLS and Partial Least Squares Structural Equation Modeling (SEM-PLS) to examine how the quality of logistics services affects customer satisfaction. Results: The finding reveals a positive and significant correlation between (1) Timeliness and Customer Satisfaction, (2) Order Discrepancy and Customer Satisfaction, (3) Order Condition and Customer Satisfaction, and (4) Operational Information Sharing and Customer Satisfaction. However, there is a hypothesis that is rejected because the result was negative and significant between Personnel Contact Quality and Customer Satisfaction. Conclusions: This research contributes to the field of distribution science by demonstrating how Logistics Service Quality influences Customer Satisfaction in the e-commerce industry. The findings offer insights into optimizing distribution strategies through timeliness, order discrepancy, order condition, and operational information-sharing performance.