E-Commerce Growth and Its Impact on Logistics Performance, Service Quality, and Customer Experience in Indonesia
Kata Kunci:
E-commerce, Logistics Service Quality, Digital Transformation, Customer ExperienceAbstrak
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.
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Hak Cipta (c) 2026 MIX: JURNAL ILMIAH MANAJEMEN
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