Logistic Service Quality dan Gaya Hidup Generasi Z: Dampaknya terhadap Niat Penggunaan Berkelanjutan di Informa
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh Logistic Service Quality (LSQ) terhadap Continuous Use Intention pada konsumen Generasi Z di Indonesia dengan fokus pada pelanggan ritel Informa. Penelitian ini meneliti lima dimensi LSQ yaitu personal contact quality, timeliness, order condition, order discrepancy handling, dan operational information sharing, serta pengaruhnya terhadap customer satisfaction yang kemudian memengaruhi continuous use intention. Penelitian menggunakan pendekatan kuantitatif dengan desain kausal dan pengumpulan data melalui kuesioner daring kepada responden Generasi Z 152 orang yang pernah berbelanja di Informa baik secara daring maupun luring. Analisis data dilakukan dengan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa beberapa dimensi LSQ berpengaruh signifikan terhadap kepuasan pelanggan, dan kepuasan pelanggan berpengaruh positif terhadap niat penggunaan berkelanjutan. Temuan ini menunjukkan pentingnya peningkatan ketepatan waktu layanan, kualitas komunikasi, dan transparansi informasi untuk meningkatkan loyalitas konsumen Gen Z terhadap Informa.
Kata kunci: Logistic Service Quality, Customer Satisfaction, Continuous use intention
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DOI: https://doi.org/10.52643/jam.v15i4.8269
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