Peran Konsistensi Informasi dalam Membentuk Kualitas Layanan Logistik dan Kepercayaan Pelanggan pada Jasa Kurir Berbasis Marketplace
DOI:
https://doi.org/10.46369/logistik.v1i16.5244Keywords:
Information Consistency, Logistics Service Quality, Customer Trust, Layanan Kurir, SEM-PLSAbstract
Peningkatan digitalisasi layanan logistik pada marketplace telah mengubah cara pengguna berinteraksi dengan layanan kurir, di mana proses pengiriman semakin dimediasi oleh sistem informasi seperti pelacakan pengiriman dan notifikasi status secara real-time. Dalam konteks ini, konsistensi informasi menjadi faktor penting yang memengaruhi persepsi pengguna terhadap kualitas layanan dan kepercayaan. Namun, kajian logistics service quality (LSQ) selama ini masih lebih menekankan aspek operasional dan relatif terbatas dalam mengkaji peran kualitas informasi secara spesifik. Oleh karena itu, penelitian ini bertujuan untuk menganalisis pengaruh information consistency terhadap logistics service quality dan customer trust, serta menguji peran mediasi logistics service quality dalam hubungan tersebut.
Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap pengguna layanan kurir berbasis marketplace. Data dianalisis menggunakan Partial Least Squares–Structural Equation Modeling (PLS-SEM) dengan pendekatan two-stage latent variable scores untuk memodelkan konstruk tingkat tinggi. Hasil analisis menunjukkan bahwa information consistency berpengaruh positif dan signifikan terhadap logistics service quality. Selain itu, logistics service quality berpengaruh signifikan terhadap customer trust. Information consistency juga terbukti memiliki pengaruh langsung terhadap customer trust. Hasil uji mediasi mengonfirmasi bahwa logistics service quality memediasi secara parsial hubungan antara information consistency dan customer trust.
Temuan penelitian ini menegaskan bahwa konsistensi informasi merupakan faktor kunci dalam membentuk persepsi kualitas layanan logistik dan kepercayaan pengguna layanan kurir digital. Secara teoretis, penelitian ini memperluas kajian logistics service quality dengan menempatkan information consistency sebagai antecedent strategis. Secara praktis, hasil penelitian ini memberikan implikasi bagi penyedia layanan kurir dan pengelola marketplace logistik untuk memprioritaskan pengelolaan konsistensi informasi lintas sistem dan kanal layanan guna meningkatkan kualitas layanan dan kepercayaan pelanggan.
References
Barratt, M., & Oke, A. (2007). Antecedents of supply chain visibility in retail supply chains: A resource-based theory perspective. International Journal of Physical Distribution & Logistics Management, 37(2), 121–147. https://doi.org/10.1108/09600030710734886
Ejdys, J., & Gulc, A. (2020). Trust in courier services and its antecedents as a determinant of perceived service quality and future intention to use courier service. Sustainability, 12(21), 9088. https://doi.org/10.3390/su12219088
Gulc, A. (2021). Multi-stakeholder perspective of courier service quality in B2C e-commerce. PLOS ONE, 16(5), e0251728. https://doi.org/10.1371/journal.pone.0251728
Khairi. (2023). Pengaruh kualitas informasi dan kualitas layanan terhadap kepercayaan pengguna. Jurnal Aplikasi Bisnis dan Manajemen, 9(2), 671–681. https://doi.org/10.17358/JABM.9.2.671
Maier, C., Laumer, S., & Weitzel, T. (2019). Information overload and information inconsistency in digital services. Information Systems Journal, 29(6), 1363–1391.
Maltese, V. (2018). Digital transformation challenges for universities: Ensuring information consistency across digital services. Cataloging & Classification Quarterly, 56(7), 592–606. https://doi.org/10.1080/01639374.2018.1504847
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734.
Nabilah. (2021). Pengaruh kualitas informasi terhadap persepsi kualitas layanan. Jurnal Pendidikan Ekonomi, 10(1). https://doi.org/10.31932/JPE.V10I1.4089
Rai, A., Patnayakuni, R., & Seth, N. (2020). Firm performance impacts of digitally enabled supply chain integration capabilities. MIS Quarterly, 44(1), 225–246.
Brandon-Jones, E., Squire, B., Autry, C. W., & Petersen, K. J. (2014). A contingent resource-based perspective of supply chain resilience and robustness. Journal of Supply Chain Management, 50(3), 55–73. https://doi.org/10.1111/jscm.12050
Buldeo Rai, H., Verlinde, S., Macharis, C., & Meers, D. (2020). Crowd logistics: An opportunity for more sustainable urban freight transport? European Transport Research Review, 12(1), 1–15. https://doi.org/10.1186/s12544-020-00416-9
Chen, J. V., Yen, D. C., & Rajkumar, T. M. (2021). Investigating logistics service quality in omni-channel retailing. International Journal of Production Economics, 231, 107842. https://doi.org/10.1016/j.ijpe.2020.107842
Frank, A. G., Dalenogare, L. S., & Ayala, N. F. (2019). Industry 4.0 technologies: Implementation patterns in manufacturing companies. International Journal of Production Economics, 210, 15–26. https://doi.org/10.1016/j.ijpe.2019.01.004
Gulc, A. (2022). Logistics service quality in e-commerce from the customer perspective. Transportation Research Procedia, 62, 268–275. https://doi.org/10.1016/j.trpro.2022.02.034
Huo, B., Tian, M., Tian, Y., & Zhang, Q. (2020). The dilemma of supply chain information sharing: Effects on firm performance. International Journal of Operations & Production Management, 40(6), 737–763. https://doi.org/10.1108/IJOPM-07-2019-0519
Ivanov, D., & Dolgui, A. (2020). Viability of interconnected supply networks: Extending the supply chain resilience angles. International Journal of Production Research, 58(10), 2904–2915. https://doi.org/10.1080/00207543.2019.1685697
Kwak, D. W., Seo, Y. J., & Mason, R. (2022). Investigating the relationship between logistics service quality and customer satisfaction in online retailing. Journal of Retailing and Consumer Services, 65, 102493. https://doi.org/10.1016/j.jretconser.2021.102493
Pan, S., Trentesaux, D., Ballot, E., & Huang, G. Q. (2019). Horizontal collaborative transport: Survey of solutions and practices. Transportation Research Part E: Logistics and Transportation Review, 131, 1–22. https://doi.org/10.1016/j.tre.2019.09.006
Park, J., Lee, H., & Kim, S. (2022). Last-mile delivery service quality and customer behavioral intention in e-commerce logistics. Sustainability, 14(5), 2786. https://doi.org/10.3390/su14052786
Queiroz, M. M., Fosso Wamba, S., Machado, M. C., & Telles, R. (2020). Smart manufacturing and supply chain management: A systematic literature review. International Journal of Production Research, 58(9), 2724–2741. https://doi.org/10.1080/00207543.2019.1661540
Rai, A., Patnayakuni, R., & Seth, N. (2020). Firm performance impacts of digitally enabled supply chain integration capabilities. MIS Quarterly, 44(1), 225–246. https://doi.org/10.25300/MISQ/2020/13239
Winkelhaus, S., & Grosse, E. H. (2020). Logistics 4.0: A systematic review towards a new logistics system. International Journal of Production Research, 58(1), 18–43. https://doi.org/10.1080/00207543.2019.1600894
Zhu, S., Song, J., Hazen, B. T., Lee, K., & Cegielski, C. (2018). How supply chain analytics enables operational supply chain transparency. International Journal of Physical Distribution & Logistics Management, 48(1), 47–68. https://doi.org/10.1108/IJPDLM-11-2016-0331
