E-Commerce Growth and Its Impact on Logistics Performance, Service Quality, and Customer Experience in Indonesia
Keywords:
E-commerce, Logistics Service Quality, Digital Transformation, Customer ExperienceAbstract
ABSTRACT
Objectives: This study examines the impact of e-commerce growth on logistics performance, service quality, and customer experience in Indonesia. As digital commerce expands rapidly, logistics services have become a critical marketing touchpoint influencing customer satisfaction and brand perception.Methodology: Using a mixed-methods explanatory design, quantitative data were collected from 150 e-commerce consumers and analyzed using Structural Equation Modeling (SEM) with AMOS, while qualitative insights were obtained from logistics practitioners to enrich interpretation.
Findings: The results demonstrate that e-commerce growth has a significant positive effect on logistics performance, which subsequently enhances service quality and customer experience. Service quality plays a mediating role, indicating that operational efficiency alone is insufficient without positive service perceptions.
Conclusion: Qualitative findings confirm the importance of last-mile delivery innovation, transparency, and service recovery in shaping customer trust. This study contributes to marketing and logistics literature by positioning logistics performance as a strategic antecedent of customer experience in emerging digital markets.
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 MIX: JURNAL ILMIAH MANAJEMEN
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that this paper has not been published in the same form elsewhere.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
