The Effect of Service Quality, Customer Perceived Value, and Trust on Customer Satisfaction with Lalamove Delivery Service on The Island of Java

Febi Anggun Rohmaturizqi, Juliani Dyah Trisnawati, Anthonius Budhiman

Improvements in logistics services from year to year have resulted in the need for additional logistics services such as goods delivery. A study was conducted to evaluate the quality of delivery services, which is believed to be one of the most important drivers of sales. Therefore, this research was conducted with the aim of testing the influence of Service Quality, Customer Perceived Value, and Trust on Customer Satisfaction on Lalamove Delivery Services on Java Island. Data comes from questionnaires collected from 150 respondents with a minimum age of over 17 years and who have used Lalamove delivery services on Java Island twice in the last year. The Conceptual Model was analyzed using Partial Least Square Structural Equation Modeling (PLS � SEM). The research results reveal that Service Quality, Customer Perceived Value, and Trust have a significant positive effect on Customer Satisfaction. It was also found that Trust mediates the influence of Service Quality on Customer Satisfaction. And Trust mediates the influence of Customer Perceived Value on Customer Satisfaction.

2024/06/15

Service Quality, Customer Satisfaction, Perceived Value, Trust

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31

3047-857X

Proceedings of the International Symposium on Management (INSYMA)

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

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