The role of service quality, customer perceived value, and trust in enhancing customer satisfaction of expedition service

Abstract

The swift growth of online commerce has significantly impacted the expedition service industry. As online shopping becomes increasingly prevalent, reliable shipping service has become crucial. Therefore, this study aims to determine the correlation between service quality, customer perceived value, and trust, as well as their impact on customer satisfaction within the expedition service industry. A survey was carried out through various messaging platforms, such as WhatsApp and Telegram, to reach users. Data were then obtained from 165 respondents, who were users of the 8 most popular expedition services in Indonesia (including J&T, JNE, SiCepat, Ninja Express, SAP, and others), followed by PLS-SEM analysis. The results showed that the three independent variables positively influenced customer satisfaction. In addition, trust acted as a mediator, indirectly affecting both service quality and customer perceived value. These results are expected to serve as a foundation for developing more efficient and contextually relevant strategies for expedition companies in the future.