Influence of Logistics Service Quality (LSQ) on Customer Satisfaction Rahmat Syariah Swalayan
Hans Ginting (1), * Sukaria Sinulingga (2), Sugiharto (3)

Universitas Sumatera Utara

Abstract

This study was conducted to determine the effect of logistics service quality on customer satisfaction Rahmat Syariah Swalayan. To measure customer satisfaction, logistics service quality is used, especially on 7 dimensions, namely order release quantities, information quality, ordering procedures, order accuracy, order conditions, order discrepancy handling and timeliness. In this study, a quantitative approach was used by distributing questionnaires to 100 respondents who were Rahmat Syariah Swalayan customers. The data analysis technique used is multiple linear regression analysis. The results show that the logistics service quality variable has an effect on customer satisfaction and the dimensions of logistics service quality that have the most dominant influence on customer satisfaction are ordering procedures.

Keywords: Logistics Service Quality, Customer Satisfaction, B2B, Logistics

Topic: Marketing Management