HOW LOGISTICS COST DRIVES SATISFACTION AND CONTINUOUS-USE INTENTION IN E-COMMERCE
##plugins.themes.bootstrap3.article.main##
Jeffry Richie Kho
Erna Andajani
Prita Ayu Kusumawardhany
Abstract
The rapid growth of e-commerce volume in Indonesia has led consumers to demand logistics service providers that are fast, efficient, and high in quality. This phenomenon creates challenges in logistics cost management, which can influence customer satisfaction and their intention to continue using the service. This study analyses how logistics cost management influences customer satisfaction, which has a long-term impact on customers’ continuous-use intention logistics services in the e-commerce context. This research collected online survey data from 191 active online sellers across various e-commerce platforms in Indonesia and was analysed using the PLS-SEM method with SmartPLS 4 software. The results show that cost has a significant positive effect on service quality, technology usage, transportation time, and product condition. In addition, technology usage, transportation time, and product condition are also found to have a significant positive effect on customer satisfaction. However, service quality does not have a significant effect on customer satisfaction. Furthermore, customer satisfaction has a significant positive effect on continuous-use intention, confirming that customer satisfaction is a key factor in fostering customer loyalty and encouraging repeated use of the same logistics services. These findings highlight the importance of cost efficiency, technological adoption, delivery speed, and optimal product condition in strengthening business competitiveness and customer retention in the e-commerce industry. This study contributes theoretically and extends the academic literature on the importance of cost management in logistics services to maintain business sustainability, particularly in the e-commerce sector.
Downloads
##plugins.themes.bootstrap3.article.details##
Copyright (c) 2026 Jeffry Richie Kho, Erna Andajani , Prita Ayu Kusumawardhany
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Akil, S., & Ungan, M. C. (2022). E-commerce Logistics Service Quality: Customer Satisfaction and Loyalty. Journal of Electronic Commerce in Organizations, 20(1), 1–19. https://doi.org/10.4018/JECO.292473
Akmal, E., Panjaitan, H. P., & Ginting, Y. M. (2023). Service Quality, Product Quality, Price, Promotion, and Location on Customer Satisfaction and Loyalty in CV. Restu. Journal of Applied Business and Technology, 4(1), 39–54.
Al Zadajali, A., & Ullah, A. (2024). The Effectiveness of Logistics Services on Firms’ Performances – A Literature Review. American Journal of Economics and Business Innovation, 3(1), 125–132. https://doi.org/10.54536/ajebi.v3i1.1744
Arroffi, A. A., Melati, C. Z., Keke, Y., & Veronica. (2021). The Effect of E-Tracking and Timeliness of Delivery Towards Customer Satisfaction on PT SiCepat Ekspres Cilincing During The Covid-19 Pandemic. Advances in Transportation and Logistics Research, 505–519. https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/411
Asawawibul, S., Na-Nan, K., Pinkajay, K., Jaturat, N., Kittichotsatsawat, Y., & Hu, B. (2025). The Influence of Cost on Customer Satisfaction in E-Commerce Logistics: Mediating Roles of Service Quality, Technology Usage, Transportation Time, and Production Condition. Journal of Open Innovation: Technology, Market, and Complexity, 11(1), 100482. https://doi.org/10.1016/j.joitmc.2025.100482
Bagozzi, R. P., & Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1), 74–94. https://doi.org/10.1007/BF02723327
Bank Indonesia. (2025). Transaksi Ecommerce Indonesia 2019-2024. https://pusatdata.kontan.co.id/infografik/88/Transaksi-Ecommerce-Indonesia-2019-2024
Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation Confirmation Model. Management Information Systems Research Center, 25(3), 351–370.
Budiono, C. M., & Kusumawardhany, P. A. (2025). The Influence of e-service quality on e-loyalty on SOCO by Sociolla Online Retail Customers in Indonesia. Southeast Asian Journal of Service Management, 2(3), 128–140. https://doi.org/https://doi.org/10.24123/seajsm.v220
Chandra, T., Chandra, S., & Hafni, L. (2020). Service Quality, Consumer Satisfaction, dan Consumer Loyalty: Tinjauan Teoritis. In Angewandte Chemie International Edition, 6(11), 951–952.
Elvhidia, Primadi, A., & Tohir, M. (2023). Analisis Pengaruh Waktu, Biaya dan Keandalan Terhadap Kepuasan Pelanggan Dalam Logistik. 1(3), 135–141.
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50.
Foster, S. T. (2017). Managing Quality: Integrating the Supply Chain. In Sustainability (Switzerland) (6th ed., Vol. 11, Issue 1). Pearson Education.
Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis. In Pearson Education Limited. https://doi.org/10.4324/9781351269360
Hair, J. F. J., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling ( PLS-SEM ). SAGE Publications.
Hair, J. F. J., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling ( PLS-SEM ) Using R, Classroom Companion: Business.
Hariyanto. (2023). The Effect of Delivery Speed and Product Conditions on Customer Satisfaction of Regular Postal Services Pt. Pos Indonesia (Persero) in Bandung City. 4(6), 1227–1236.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A New Criterion for Assessing Discriminant Validity in Variance-based structural equation modeling. Journal of the Academy of Marketing Science, 115–135. https://doi.org/10.1007/s11747-014-0403-8
Hui, G., Al Mamun, A., Reza, M. N. H., & Hussain, W. M. H. W. (2025). An empirical study on logistic service quality, customer satisfaction, and cross-border repurchase intention. Heliyon, 11(1), e41156. https://doi.org/10.1016/j.heliyon.2024.e41156
Hulland, J., Chow, Y. H., & Lam, S. (1996). Use of causal models in marketing research: A review. International Journal of Research in Marketing, 13, 181–197. https://doi.org/10.1016/0167-8116(96)00002-X
Josua, F., Alwie, A. F., & Hendriani, S. (2017). The Effect of E-Service Quality and Price on Customer Satisfaction and Loyalty of Traveloka in Pekanbaru. International Journal of Economic, Business & Applications, 2(1), 9–22. https://doi.org/10.31258/ijeba.10
Kalkha, H., Khiat, A., Bahnasse, A., & Ouajji, H. (2023). The Rising Trends of Smart E-Commerce Logistics. IEEE Access, 11. https://doi.org/10.1109/ACCESS.2023.3252566
Kim, J., & Yum, K. (2024). Enhancing Continuous Usage Intention in E-Commerce Marketplace Platforms: The Effects of Service Quality, Customer Satisfaction, and Trust. Applied Sciences (Switzerland), 14(17). https://doi.org/10.3390/app14177617
Kotler, P., Wong, V., Saunders, J., & Armstrong, G. (2005). Principles of Marketing. In Pearson Education Limited (Vol. 38, Issue 151).
Lin, X., Mamun, A. Al, Yang, Q., & Masukujjaman, M. (2023). Examining the Effect of Logistics Service Quality on Customer Satisfaction and Re-use Intention. PLoS ONE, 18(2024). https://doi.org/10.1371/journal.pone.0286382
Liu, Y., Shang, M., Jia, C., Lim, X. J., & Ye, Y. (2024). Understanding Consumers’ Continuous-use Intention of Crowdsourcing Logistics Services: Empirical evidence from China. Heliyon, 10(8). https://doi.org/10.1016/j.heliyon.2024.e29819
Maesazshandy, D., & Tohir, M. (2025). Pengaruh Waktu Pengiriman Terhadap Kepuasan Pelanggan Dalam Layanan Multimoda. Jurnal Siber Transportasi Dan Logistik, 3(1), 1–4. https://doi.org/10.38035/jstl.v3i1.436
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics Service Quality as a Segment-Customized Process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Monoarfa, T. A., Sumarwan, U., Suroso, A. I., & Wulandari, R. (2024). The Crucial Role of E-logistic Service Quality to Integrated Theories to Predict Continuance Intention on Fresh Produce E-commerce. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2379569
Naini, N. F., Santoso, S., Andriani, T. S., Claudia, U., & Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences, 7(1), 34–50. https://doi.org/https://doi.org/10.29244/jcs.7.1.34-50
Natsya, A. F., Hurriyanti, R., & Widiajanta, B. (2024). Optimizing Customer Satisfaction on the Shopee E-Commerce Platform: a Comprehensive Analysis of E-Logistics Mediated by Electronic Service Quality and Feature Utilization. Jurnal Bisnis Dan Manajemen, 11(1), 151–156. http://jurnal.unmer.ac.id/index.php/jbm
Ng, G. (2025). The ASEAN Retail E-commerce Market Landscape. Hong Kong Trade Development Council (HKTDC). https://research.hktdc.com/en/article/MjA2ODQ1OTQ1Nw
Ngah, A. H., Anuar, M. M., Rozar, N. N., Ariza-Montes, A., Araya-Castillo, L., Kim, J. J., & Han, H. (2021). Online Sellers’ Reuse Behaviour for Third-party Logistics Services: an Innovative Model Development and E-Commerce. Sustainability (Switzerland), 13(14), 1–15. https://doi.org/10.3390/su13147679
Nimeesha, D. N., & Fachira, I. (2025). The Influence of Service Quality, Amenities, and Value on Customer Satisfaction and Customer Loyalty at Bobocabin Cikole Bandung. INFLUENCE: International Journal of Science Review, 7(1). www.stismu.ac.id
Putri, V. P. (2024). Predicting Switching Intention Among Generation Z (Study on Shopee App). Jurnal Manajemen Dan Akuntansi, 19(1), 1–20. https://doi.org/10.32534/jv.v19i1.4992
Rafmadini, N., Santosa, W., & Dewayana, T. S. (2025). Pengaruh Delivery Time, Service Quality, Product Quality and Condition Terhadap Customer Loyalty pada Pelanggan Gen Z Ecommerce di Jakarta. Jurnal Manajemen Terapan Dan Keuangan (Mankeu), 14(03), 1169–1182.
Sangkereng, I., & Ikhsan, R. B. (2021). Faktor Penentu Kepuasan Pengguna Layanan Logistik di E-Commerce. Jurnal Manajemen Transportasi & Logistik, 8(2), 122–132. https://journal.itltrisakti.ac.id/index.php/jmtranslog
Syafrianita, Purnomo, A., & Nasrudin, M. F. (2025). Investigasi Hubungan antara Advanced Technology, Logistics Service Cost, dan Logistics Performance di Shopee Express Bandung Raya. Logistics and Accounting Development, 6(1), 263.
Tedjakusuma, A. P., Harly, K. R., & Andajani, E. (2024). Essential Drivers of Customer Satisfaction in using Shopee Apps: A Perspective of Logistic Service Dimensions. Journal of Business & Banking, 13(2), 193–211. https://doi.org/10.14414/jbb.v13i2.4165
Thai, V. V. (2014). Logistics Service Quality: Conceptual Model and Empirical Evidence. International Journal of Logistics Research and Applications, 16(2), 8–9. https://doi.org/10.1080/13675567.2013.804907
Vasić, N., Kilibarda, M., Andrejić, M., & Jović, S. (2021). Satisfaction is a Function of Users of Logistics Services in E-commerce. Technology Analysis and Strategic Management, 33(7), 813–828. https://doi.org/10.1080/09537325.2020.1849610
Walean, R. H., Tumbelaka, N. A., Tumober, N. C. G., & Mandagi, D. W. (2024). Service Quality, Product Quality, Customer Satisfaction and Brand Loyalty in E-commerce: Interplay and Mediation Analysis. COSTING: Journal of Economic, Business and Accounting, 7(6), 7041–7056.
Wardhana, A. (2024). Perkembangan E-Commerce di Indonesia. EUREKA MEDIA AKSARA.
Waseem-Ul-Hameed, Nadeem, S., Azeem, M., Aljumah, A. I., & Adeyemi, R. A. (2018). Determinants of E-logistic Customer Satisfaction: a Mediating Role of Information and Communication Technology (ICT). International Journal of Supply Chain Management, 7(1), 105–111.
Zuhra, F. (2023). Analisis Kepuasan Pengguna dan Continuance Use Intention pada Aplikasi E-commerce Menggunakan Expectation Confirmation Model.