The Impact of Logistics Service Quality in Satisfaction of Fresh Food E-Commerce Sayurbox

Az Zahrah Diva Permatasari, Siti Rahayu, Fitri Novika Widjaja

Currently E-commerce is considered an important platform for consumers. In 2019, the e-commerce model, namely fresh food e-commerce, experienced stable growth of 29.2% or reached a value of USD 162 billion. The new model of e-commerce is fresh food e-commerce which is revolutionizing the online market by changing the way fresh products are distributed. Fresh food e-commerce services in Indonesia began to appear in 2013. With the development of technology, more and more fresh food e-commerce is emerging in Indonesia. Some fresh food e-commerce in Indonesia are Sayurbox, Happy Fresh, TaniHub, Segari, and others. This research was conducted to determine the influence of logistics service quality on user satisfaction of the Sayurbox e-commerce fresh food service in Indonesia. This research is quantitative in nature and uses a questionnaire as a data collection instrument which was distributed to 212 respondents. There are 3 variables in this research, namely perceived importance, satisfaction with the quality of logistics services which consists of 5 dimensions, namely the quality of personnel contact, quality of delivery, quality of information, quality of timeliness and quality of empathy. This research uses SPSS and SEM AMOS software. The results of this research show that perceived importance has a significant effect on satisfaction and there are dimensions in the quality of logistics services that do and do not have an effect on satisfaction.

2024/06/15

Logistic Service Quality, Perceived Importance, Satisfaction

128

132

3047-857X

Proceedings of the International Symposium on Management (INSYMA)

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

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