The Effect of Transportation Supplier Performance, Loading and Unloading Performance, and Logistics Service Quality on Transportation Performance and Their Implications for the Operational Performance of Paket Pos Kilat Khusus at the Kendari Main Branch Office

Authors

  • Adam Nugroho Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia
  • Melia Eka Listiani Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia
  • Saptono Kusdanu Waskito Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia

DOI:

https://doi.org/10.38035/dijemss.v7i1.5291

Keywords:

Transportation Supplier Performance, Loading Unloading Operations, Logistics Service Quality, Transportation Performance, Operational Logistics Performance

Abstract

This research analyzes the influence of transportation supplier performance, loading and unloading operations, and logistics service quality on transportation performance and their implications for operational performance of Special Express Parcel service at the Kendari Main Branch Office of PT Pos Indonesia. Using a quantitative approach with Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) via SmartPLS software, data were collected from 142 respondents across various operational units. The research reveals that transportation supplier performance has the strongest impact on transportation performance (β = 0.580), followed by loading and unloading performance (β=0.496) and logistics service quality (β=0.089). The model explains 98.4% of transportation performance variance, demonstrating exceptional predictive capability. All hypotheses were statistically significant (p<0.05), with t-statistics exceeding the critical value of 1.977. However, transportation performance explains only 5.5% of operational logistics performance variance, suggesting additional influencing factors. The findings indicate persistent operational challenges at KCU Kendari, including 100% delayed truck arrivals (averaging 30 minutes 26 seconds), 12.02% misrouting in loading and unloading operations, and 29.30% unresolved customer complaints. The research recommends implementing integrated supplier management systems, investing in automated handling equipment, strengthening customer service processes, and deploying advanced fleet management technologies to achieve sustainable operational improvements and maintain competitive advantage in Indonesia's dynamic logistics industry.

References

Bandittayarak, H. et al. (2021). Improving Performance, Logistics Service Quality to further enhance the create Competitive Advantage of Logistics Service Providers: Container Road Transportation. Psychology and Education Journal, Vol.?58 No.?4. https://psychologyandeducation.net/pae/index.php/pae/article/view/5449.

Camur, M. C. (2022). An optimization framework for efficient and sustainable logistics operations via transportation mode optimization and shipment consolidation: A case s tudy for GE Gas Power. arXiv preprint. https://arxiv.org/abs/2212.03662.

Carlan, V., Ceulemans, D., van Hassel, E. et al. (2023) Automation in cargo loading/unloading processes: do unmanned loading technologies bring benefits when both purchase and operational cost are considered?. J. shipp. trd. 8, 20.

https://doi.org/10.1186/s41072-023-00146-9.

Chen H, Liu W, Oldache M, & Pervez A. (2024). Research on Train Loading-Unloading Mode and Scheduling Optimization in Automated Container Terminals. Journal of Marine Science and Engineering, 12(8), Article 1415.

https://doi.org/10.3390/jmse12081415.

Chopra, S., & Meindl, P. (2021). Supply chain management: Strategy, planning, and operation (7th ed.). Pearson Education.

https://www.pearson.com/en-us/subject-catalog/p/supply-chain-management- strategy-planning-and-operation

Christopher, M. (2023). Logistics and supply chain management (6th ed.). Pearson Education. https://www.pearson.com/en-us/subject-catalog/p/logistics-and-supply-chain-management.

Coyle, J. J., Novack, R. A., Gibson, B. J., & Suzuki, Y. (2021). Transportation: A global supply chain perspective (9th ed.). Cengage Learning.

https://www.cengage.com/c/transportation-a-global-supply-chain-perspective-9e-novack-gibson-coyle.

Dadsena, K. K., Choudhary, M., Singh, R. K., & Shukla, N. (2023). Performance measurement of road freight transportation: A case of trucking industry. Transport Policy, 137, 125– 140. https://doi.org/10.1016/j.tranpol.2023.04.015.

Fehn, F. et al. (2023). Integrating parcel deliveries into a ride-pooling service—An agent- based simulation study. Transportation Research Part a Policy and Practice, 169, p. 103580. https://doi.org/10.1016/j.tra.2022.103580.

Fernández, X.L., Gundelfinger, J. and Coto-Millán, P. (2022). The impact of logistics and intermodality on airport efficiency. Transport Policy, 124, pp. 233–239. https://doi.org/10.1016/j.tranpol.2021.05.008.

Gao, Y., Chang, D., Yuan, J., & Liang, C. (2021). Scheduling of yard truck considering loading-unloading simultaneously in an underground container logistics system. Transportation Research Record, 2677(2), 199–214.

https://doi.org/10.1177/03611981211047834.

Gharehgozli, A., Roy, D., Saini, S. et al. (2023). Loading-unloading trains at the landside of container terminals. Marit Econ Logist 25, 549–575.

https://doi.org/10.1057/s41278-022-00219-9.

Ghozali, I. (2016). Aplikasi analisis Multivariate dengan Program IBM SPSS 23 (7th ed.). Badan Penerbit Universitas Diponegoro.

Goswami, M., Mathiyazhagan, K., Sarkis, J., & Kannan, D. (2020). Examining freight performance of third?party logistics providers within the automotive industry in India. International Journal of Production Research, 58(24), 7565–7592. https://doi.org/10.1080/00207543.2020.1756504.

Inkinen, T. and Hämäläinen, E. (2020). Reviewing Truck Logistics: Solutions for Achieving Low Emission Road Freight Transport. Sustainability, 12(17), p. 6714. https://doi.org/10.3390/su12176714.

Irsheidat, S.A., Sharriff, D.N., Irsheidat, A.M., Daoud, M.K., Abdullah, D. (2021). The Effect of Operational Service Quality in Land Cargoes Operators on Sustainability: The Case of Jordanian Logistics Industry. International Journal of Entrepreneurship.

https://www.abacademies.org/articles/the-effect-of-operational-service-quality-in-land-cargoes-operators-on-sustainability-the-case-of-jordanian-logistics-industry-11196.html.

Kock, N. (2018). Should bootstrapping be used in PLS-SEM? Toward stable p-value calculation methods. Journal of Applied Structural Equation Modeling, 2(1), 1-12. https://doi.org/10.47263/jasem.2(1)02.

Li, H. et al. (2025). 'Optimization of bulk cargo terminal unloading and outbound operations based on a deep reinforcement learning framework. Journal of Marine Science and Engineering, 13(1), p. 105. https://doi.org/10.3390/jmse13010105.

Lin, et al. (2023). Examining the effect of logistics service quality on customer satisfaction and re use intention. PLoS ONE, 18(5), p. e0286382.

https://doi.org/10.1371/journal.pone.0286382.

Mangan, J., Lalwani, C., & Calatayud, A. (2020). Global logistics and supply chain management (4th ed.). John Wiley & Sons.

Moeheriono. (2023). Pengukuran Kinerja Logistik. CV Pustaka Setia.

Mentzer, J. T., Stank, T. P., & Esper, T. L. (2021). Fundamentals of supply chain management: An essential guide for the 21st century. SAGE Publications.

Murphy, P. R., & Knemeyer, A. M. (2021). Contemporary logistics (12th ed.). Pearson Education. https://www.pearson.com/en-us/subject-catalog/p/contemporary-logistics.

Omoush, M. M. (2022). The impact of the practices of logistics management on operational performance: A field study of road transport companies. Journal of Governance & Regulation, 11(4), 237–245. https://doi.org/10.22495/jgrv11i4siart4.

Robbins, S. P., & Coulter, M. (2021). Management (15th ed.). Pearson Education.

Rosnan, N. A. (2024). Rail–sea connectivity and cargo handling performance in PTP terminals. Journal of Maritime Logistics, 4(2), 1–22.

https://doi.org/10.46754/jml.2024.12.001.

Sann, R., Pimpohnsakun, P., & Booncharoen, P. (2024). Exploring the Impact of Logistics Service Quality on Customer Satisfaction, Trust and Loyalty in Bus Transport. International Journal of Quality and Service Sciences, Vol.?16 No.?4, 519–541. https://doi.org/10.1108/IJQSS-07-2023-0110

Sutarman, S. (2020). Dasar-dasar manajemen logistik (2nd ed.). PT Refika Aditama. https://refika.co.id/322-dasar-dasar-manajemen-logistik.html.

Sugiyono. (2021). Metode penelitian kuantitatif, kualitatif, dan R&D (2nd ed.). Alfabeta.

Taifa, I. W. R., & Twaha, I. (2025). Development of the logistics service quality framework for railway transportation in Tanzania. Benchmarking: An International Journal. https://doi.org/10.1108/bij-04-2024-0280.

Waskito, S. (2023). Metode penelitian kuantitatif. CV Literasi Nusantara Abadi.

Wisner, J. D. (2022). Operations management: A supply chain process approach (2nd ed.). SAGE Publications.

Wisner, J. D., Tan, K. C., & Leong, G. K. (2022).Principles of Supply Chain Management: A Balanced Approach : Vol. 6th Edition. Cengage Learning.

Downloads

Published

2025-10-19

How to Cite

Nugroho, A., Listiani, M. E., & Waskito, S. K. (2025). The Effect of Transportation Supplier Performance, Loading and Unloading Performance, and Logistics Service Quality on Transportation Performance and Their Implications for the Operational Performance of Paket Pos Kilat Khusus at the Kendari Main Branch Office. Dinasti International Journal of Education Management and Social Science, 7(1), 451–461. https://doi.org/10.38035/dijemss.v7i1.5291

Issue

Vol. 7 No. 1 (2025): Dinasti International Journal of Education Management and Social Science (October - November 2025)

Section

Articles

License

Copyright (c) 2025 Adam Nugroho, Melia Eka Listiani, Saptono Kusdanu Waskito

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).