Service Quality and Price Perception as Predictors of Customer Satisfaction in Logistics Services

Ahmad Qory  Mudzakir; Rizky Muyasar; Syamsudin Baharsyah; Hasanudin; Herdian Farisi

doi:10.54783/endlessjournal.v9i2.393

Authors

Ahmad Qory Mudzakir Universitas Medika Suherman, Bekasi, Indonesia
Rizky Muyasar Universitas Medika Suherman, Bekasi, Indonesia
Syamsudin Baharsyah Universitas Medika Suherman, Bekasi, Indonesia
Hasanudin Universitas Medika Suherman, Bekasi, Indonesia
Herdian Farisi Universitas Medika Suherman, Bekasi, Indonesia

DOI:

https://doi.org/10.54783/endlessjournal.v9i2.393

Keywords:

Customer Satisfaction, Logistics Services, Price, Service Quality.

Abstract

This study aims to examine the influence of service quality and price on customer satisfaction at a logistics service company. Using a quantitative approach with an associative design, data were collected through a Likert-scale questionnaire from a group of customers selected through purposive sampling. The data were then analyzed using multiple linear regression after all classical assumption tests were met. The results show that, partially, price perception has a positive and significant relationship with customer satisfaction. In contrast, service quality shows a positive relationship but has no statistically significant effect after controlling for price. Simultaneously, the two factors together contribute significantly to explaining variation in customer satisfaction. The indicator evaluation shows that price perception is the dominant determinant in the model, while the company’s consistency in fulfilling service promises is assessed as the weakest point requiring special attention. Given the limited sample size and the non-probability method of selecting respondents, the results of this study should not be widely generalized to the entire logistics service industry beyond the scope of the study.

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