Pengaruh Information Integration terhadap Customer Satisfaction melalui Logistics Partnership dan Logistics Services Quality pada Pengguna 3PL Industri Manufaktur Makanan dan Minuman di Surabaya

Hulawa Waileruny(1*),


(1) 
(*) Corresponding Author

Abstract


Penelitian ini bertujuan untuk mengetahui pengaruh information integration terhadap customer satisfaction melalui logistics partnership dan logistics services quality pada pengguna 3PL. Metode penelitian yang digunakan adalah metode kuantitatif yang menggunakan kuesioner sebagai alat ukur. Reponden penelitian sebesar 51 perusahaan manufaktur makanan dan minuman di Surabaya. Hasil yang didapatkan yaitu logistics partnership memediasi information integration dan customer satisfaction sebesar 0.144, sedangan logistics services quality ada sebesar 0.315. Hal ini menunjukan bahwa logistics services quality merupakan mediasi yang baik dibandingkan logistics partnership.

Kata kunci: 3PL, information integration, logistics partnership, logistics services quality, dan customer satisfaction.

 

This study aims to determine the effect of integration of information on customer satisfaction through logistics partnerships and logistics services at 3PL users. The reasearch method used is a quantitative method that uses a questionnaire as a measuring tool. Repondent research 51 food and beverage manufacturing companies in Surabaya. The result obtained is a logistics partnership mediating information integration and customer satisfaction of 0,144, logistic service quality is at 0,315. This shows the quality of logistics services is a good mediation compared to logistics partnerships.

Keywords: 3PL, information integration, logistics partnership, logistics services quality, and customer satisfaction.


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