The Effect of on Time Performance, Tracking System and Cargo Insurance on Customer Loyalty Through Customer Satisfaction Moderated By Age
DOI:
https://doi.org/10.38035/dijemss.v7i4.6276Keywords:
On-time performance, Tracking system, Cargo insurance, Customer loyalty, Customer satisfaction, AgeAbstract
This study examines the effects of on-time performance, tracking systems, and cargo insurance on customer loyalty in logistics services, with customer satisfaction as a mediating variable and age as a moderating factor. A quantitative approach was applied using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected through questionnaires from 318 logistics service users, providing adequate statistical robustness. The findings indicate that on-time performance, tracking systems, and cargo insurance significantly influence both customer satisfaction and customer loyalty. Customer satisfaction plays a key mediating role by strengthening the relationship between service attributes and loyalty. Moderation analysis shows that age strengthens these relationships among Generation Z. Overall, the study highlights the critical role of service reliability, information transparency, and risk protection in enhancing customer satisfaction and loyalty in logistics services
References
Abdul, S., Khan, R., Yu, Z., Golpîra, H., Sharif, A., & Mardani, A. (2020). A state-of-the-art review and meta-analysis on sustainable supply chain management. Journal of Cleaner Production, 263, 123357.
Akıl, S., & Ungan, M. C. (2022). E-commerce logistics service quality. Journal of Electronic Commerce in Organizations, 20(1), 1–19.
Aryani, D. A., & Lee, F. S. (2025). Rancang bangun sistem informasi pelacakan status pesanan. JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika), 10(2), 1602–1611.
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2020). Customer experience challenges in service systems. Journal of Service Research, 23(1), 4–21.
Chopra, S., & Meindl, P. (2016). Supply chain management: Strategy, planning, and operation. Pearson Education.
Chuasuksanthong, V., Duantrakoonsil, W., & Janyapoon, S. (2025). Analysis of on-time delivery performance in logistics operations. Edelweiss Applied Science and Technology, 9(6), 1051–1064.
Dubey, R., Gunasekaran, A., Childe, S. J., Papadopoulos, T., & Wamba, S. F. (2020). Digital supply chain transformation. International Journal of Production Economics, 220, 107439.
Emiliana, R. (2025). Strengthening e-commerce customer satisfaction through delivery service transparency. Journal of Logistics and Digital Commerce, 6(1), 112–124.
Fan, Y., Stevenson, M., & Zhang, Y. (2021). Risk management framework in logistics and supply chains. International Journal of Production Research, 59(6), 1817–1836.
Gong, T., Yi, Y., & Choi, J. N. (2021). Customer satisfaction and loyalty in logistics services. Journal of Service Management, 32(3), 465–490.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2019). A primer on partial least squares structural equation modeling (PLS-SEM). SAGE Publications.
Hänninen, M., & Smedlund, A. (2019). Digital transparency and customer value creation. Technology Innovation Management Review, 9(9), 20–30.
Kembro, J., Selviaridis, K., & Näslund, D. (2014). Information sharing in supply chains. Supply Chain Management: An International Journal, 19(5/6), 609–625.
Pantrista, E. T., Hidayati, A. N., Rahmatullah, A., & Tulungagung, K. (2025). Perilaku generasi Z dalam berbelanja melalui e-commerce. Jurnal Ekonomi dan Bisnis, 3(6), 1–12.
Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Online retail experience and customer satisfaction. The International Review of Retail, Distribution and Consumer Research, 29(3), 306–320.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Isti Fani, Edi Abdurachman, Juliater Simarmata, Nofrisel Nofrisel
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:
- The copyright on each article belongs to the author(s).
- 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).
- 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).
