Analysis of the Influence of Service Quality, Price, and Facilities on Customer Satisfaction: A Case Study at PT. J&T Express
DOI:
https://doi.org/10.70076/simj.v2i3.113Keywords:
service quality, pricing policy, facilities, consumer satisfaction, logistics, PT. J&T ExpressAbstract
Customer satisfaction is a key indicator of long-term success in the logistics industry. This study aims to empirically examine the simultaneous influence of service quality, price, and facilities on customer satisfaction among PT's customers. J&T Express, a major courier company operating amid Indonesia’s rapid e-commerce expansion. Data were collected from 200 active customers via a quantitative, cross-sectional survey. Service quality was measured using an adaptation of the five SERVQUAL dimensions. The data were analyzed using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 4.0. Results indicate service quality is the strongest predictor of customer satisfaction (β = 0.46, p < 0.001), followed by price (β = 0.32, p = 0.004) and facilities (β = 0.21, p = 0.012). The structural model explains 62% of the variance in customer satisfaction (R² = 0.62). Further analysis revealed that responsiveness and tangibles were the most influential subdimensions of service quality. These findings suggest that PT. J&T Express should prioritize improving service responsiveness and physical service evidence while maintaining competitive pricing. This study provides empirical evidence on the relative importance of satisfaction determinants in the courier service industry and offers practical guidance for enhancing services.
References
Kotler, P.; Kartajaya, H.; Setiawan, I. Marketing 5.0: Technology for Humanity; Wiley: Hoboken, NJ, USA, 2021.
Suwandi, R. The Impact of E-commerce Development on Logistics Industry in Indonesia. J. Logist. Manag. 2022, 14, 45–60.
Lovelock, C.; Wirtz, J. Services Marketing: People, Technology, Strategy, 9th ed.; World Scientific Publishing Co.: Singapore, Singapore, 2020.
Zeithaml, V.A.; Bitner, M.J.; Gremler, D.D. Services Marketing: Integrating Customer Focus Across the Firm, 7th ed.; McGraw-Hill Education: New York, NY, USA, 2021.
Grönroos, C. Service Management and Marketing: Managing the Moments of Truth in Service Competition, 5th ed.; Wiley: Hoboken, NJ, USA, 2023.
Rahman, M.S.; Islam, M.S. Service Quality and Customer Satisfaction: The Mediating Role of Corporate Image. J. Serv. Sci. Manag. 2022, 15, 150–165.
Chen, J.; Huang, R.; Zhang, Y. Facilities Management and Customer Experience in Retail and Service; Elsevier: Amsterdam, Netherlands, 2024.
Creswell, J.W.; Creswell, J.D. Research Design: Qualitative, Quantitative, and Mixed Methods Approaches, 5th ed.; SAGE Publications: Thousand Oaks, CA, USA, 2021.
Hair, J.F.; Hult, G.T.M.; Ringle, C.; Sarstedt, M. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 3rd ed.; SAGE Publications: Thousand Oaks, CA, USA, 2021.
Sekaran, U.; Bougie, R. Research Methods for Business: A Skill Building Approach, 8th ed.; Wiley: Hoboken, NJ, USA, 2020.
Parasuraman, A.; Zeithaml, V.A.; Berry, L.L. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality; Marketing Science Institute: Cambridge, MA, USA, 2020.
Nagle, T.; Müller, G. The Strategy and Tactics of Pricing: A Guide to Growing More Profitably, 7th ed.; Routledge: New York, NY, USA, 2022.
Gliem, J.A.; Gliem, R.R. Calculating, Interpreting, and Reporting Cronbach’s Alpha Reliability Coefficient for Likert-Type Scales. In Proceedings of the Midwest Research-to-Practice Conference in Adult, Continuing, and Community Education, Columbus, OH, USA, October 2020; pp. 82–88.
Byrne, B.M. Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming, 3rd ed.; Routledge: New York, NY, USA, 2022.
Resnik, D.B. The Ethics of Research with Human Subjects: Protecting People, Advancing Science, Promoting Trust; Springer: New York, NY, USA, 2020.
Parasuraman, A.; Zeithaml, V.A.; Malhotra, A. Revisiting SERVQUAL: A Critical Review of the Scale Dimensions. J. Serv. Mark. 2020, 34, 696–708.
Chen, Z.; Huang, B.; Zhang, W. The Role of Price vs. Quality in Competitive Service Markets: A Cross-Country Analysis. Int. J. Compet. 2024, 12, 112–125.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Smart International Management Journal
This work is licensed under a Creative Commons Attribution 4.0 International License.
