The Influence of Logistics Service Quality on Customer Satisfaction and Customer Loyalty among TikTok Shop Users in Indonesia

Lesmana, Nathanael Eugene and Rahayu, Siti and Trisnawati, Juliani Dyah (2026) The Influence of Logistics Service Quality on Customer Satisfaction and Customer Loyalty among TikTok Shop Users in Indonesia. Jurnal Manajemen Motivasi, 22 (1). pp. 3591-3603. ISSN 2407-5310

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Abstract

This study aims to analyze the effect of logistics service quality dimensions, including order accuracy, order condition, timeliness, and order discrepancy handling, on customer satisfaction and customer loyalty in TikTok Shop. A quantitative approach was employed by distributing questionnaires to 223 respondents. The data were analyzed using PLS-SEM with SmartPLS 4. The results show that all dimensions of logistics service quality have a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on customer loyalty. These findings highlight the importance of logistics service quality in enhancing customer experience and competitiveness in the e-commerce market.

Item Type:	Article
Uncontrolled Keywords:	Customer satisfaction; Customer loyalty; E-commerce; Logistics service quality; TikTok shop
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	BAMBANG SEPTIAWAN
Date Deposited:	09 Jul 2026 05:36
Last Modified:	09 Jul 2026 05:36
URI:	http://repository.ubaya.ac.id/id/eprint/50933

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