PRATIWI, ESTI (2025) PENGARUH PENGGUNAAN TEKNOLOGI TERHADAP KEPUASAN PELANGGAN DENGAN SERVICE QUALITY DAN BUSINESS PROSES SEBAGAI VARIABEL INTERVENING PADA PERUSAHAAN EXPRESS LOGISTIK RPX. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study explores the influence of technology usage on customer satisfaction in RPX Express Logistics, mediated by service quality and business process performance. The study is driven by increasing digitalization in the logistics sector and the pressing need to enhance customer experience amidst operational challenges, such as limited pickup coverage, delivery delays—especially outside Java Island—and underutilization of key digital platforms. Using a quantitative research method, data were collected from 100 respondents through an online questionnaire and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) approach. The variables examined include technology usage (X), service quality (Z1), business process (Z2), and customer satisfaction (Y), with a total of 36 indicators drawn from validated models including SERVQUAL and logistics business process frameworks. The findings confirm that technology usage significantly affects both service quality and business process, which in turn positively impact customer satisfaction. Both service quality and business process are validated as partial mediators, indicating that the influence of digital tools is not only direct but also operates through internal service improvements and workflow efficiency. The study highlights that investments in digital tracking, customer support systems, and user-friendly platforms are crucial to meet rising expectations in e-commerce-driven logistics. This research contributes to the practical development of customer-oriented digital strategies in logistics services, and offers theoretical reinforcement to models linking operational digitalization, service excellence, and consumer satisfaction. Moreover, it aligns with broader efforts to advance digital transformation in Indonesia’s logistics infrastructure as part of industry 4.0 readiness. Keywords: Technology Usage, Customer Satisfaction, Service Quality, Business Process, Express Logistics, Digital Transformation Penelitian ini bertujuan untuk menganalisis pengaruh penggunaan teknologi terhadap kepuasan pelanggan pada perusahaan RPX Express Logistik, dengan kualitas layanan dan kinerja proses bisnis sebagai variabel intervening. Latar belakang penelitian ini didorong oleh meningkatnya digitalisasi sektor logistik dan kebutuhan mendesak untuk meningkatkan pengalaman pelanggan di tengah tantangan operasional, seperti keterbatasan cakupan layanan pickup, keterlambatan pengiriman khususnya di luar Pulau Jawa serta pemanfaatan platform digital yang belum optimal. Penelitian ini menggunakan pendekatan kuantitatif, dengan pengumpulan data melalui kuesioner online terhadap 100 responden, dan dianalisis menggunakan metode Structural Equation Modeling–Partial Least Squares (SEMPLS).Variabel yang diuji meliputi penggunaan teknologi (X), kualitas layanan (Z1), proses bisnis (Z2), dan kepuasan pelanggan (Y), dengan total 36 indikator berdasarkan model SERVQUAL dan kerangka proses bisnis logistik. Hasil penelitian menunjukkan bahwa penggunaan teknologi berpengaruh signifikan terhadap kualitas layanan dan proses bisnis, yang selanjutnya berdampak positif terhadap kepuasan pelanggan. Kualitas layanan dan proses bisnis terbukti sebagai mediator parsial, yang menunjukkan bahwa pengaruh teknologi tidak hanya bersifat langsung tetapi juga melalui peningkatan layanan internal dan efisiensi alur kerja. Temuan ini menegaskan pentingnya investasi pada sistem pelacakan digital, dukungan layanan pelanggan, serta platform yang mudah digunakan guna memenuhi ekspektasi pelanggan di era e-commerce. Penelitian ini memberikan kontribusi praktis dalam pengembangan strategi digital yang berorientasi pada pelanggan dan memperkuat landasan teoritis mengenai hubungan antara digitalisasi operasional, kualitas layanan, dan kepuasan pelanggan. Kata Kunci: Penggunaan Teknologi, Kepuasan Pelanggan, Kualitas Layanan, Proses Bisnis, Logistik Ekspres, Transformasi Digital
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