Enhancing Purchasing Decisions Through Reliability and Responsiveness: Exploring Customer Satisfaction as A Mediating Factor for Indonesian Expedition

Authors

  • Edhie Budi Setiawan Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Siti Nurhayat Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Zihan Intan Maghfira Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Mayla Faiza Ningtyas Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jim.v3i4.2031

Keywords:

Reliability, Responsiveness, Purchasing Decision, Customer Satisfaction, Freight Forwarding

Abstract

The expedition sector plays a crucial role in the global economy by enabling the movement of goods. JNE, a leading expedition company in Indonesia, faces consumer complaints about service quality, such as delivery delays (reliability) and poor handling of goods (responsiveness). The purpose of this study examines the impact of reliability and responsiveness on purchasing decisions, with customer satisfaction as a mediating factor. Using a quantitative approach, data were collected via online questionnaires from 204 respondents through purposive sampling and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The findings reveal that both reliability and responsiveness significantly influence purchasing decisions, with customer satisfaction strengthening this relationship. To improve customer purchasing decisions, JNE should prioritize responsiveness, as it is the most influential variable, along with maintaining reliability and customer satisfaction. This research contributes that responsiveness and reliability are crucial for the delivery service industry as they can influence satisfaction and purchase decisions in the service.

References

Ali, A. M., & Idrees, A. (2022). Determining the Relationship between the relationship between tourism marketing strategy and tourist satisfaction. Asian Journal of Social Sciences and Management Studies, 9, 11–17. https://doi.org/10.25156/ptjhss.v5n1y2024.pp226-232

Atik, M., Ekowati, S., & Rumekso, A. W. (2023). Analysis of The Influence of Delivery Service Quality on Customer Satisfaction JNE Trucking Sub Agent Klaten. International Journal of Global Operations Research, 4(2), 101–124. http://www.iorajournal.org/index.php/ijgor/index

Badarou, N. S. (2021). Impact of Customer Satisfaction on Purchasing Decision. The International Journal of Business & Management, 9(6), 9–12. https://doi.org/10.24940/theijbm/2021/v9/i6/bm2106-004

Brunner, T. A., Stöcklin, M., & Opwis, K. (2018). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42(9–10), 1095–1105. https://doi.org/10.1108/03090560810891163

Budi Setiawan, E., Cory Sabrina, N., Mutia Alda, A., Artanti Arubusman, D., & Ibnu Kholdun, A. (2023). The Ease Of Use And Discount Toward Purchase Decisions And Customer… The Ease Of Use And Discount Toward Purchase Decisions And Customer Satisfaction On E-Ticketing In Indonesia. Economics and Digital Business Review, 5(1), 336–344. www.topbrand-award.com.2020

Carvalho, H. D. F., Saldanha, E. D. S., & Amaral, A. M. (2020). The Mediation Effects of Customer Satisfaction on the Relations Between Product Price, Service Quality and Purchasing Decision. Timor Leste Journal of Business and Management, 2(1), 14–26. https://doi.org/10.51703/bm.v2i2.18

Chege, C. N. (2021). Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya. International Journal of Research in Business and Social Science (2147- 4478), 10(1), 259–265. https://doi.org/10.20525/ijrbs.v10i1.1025

Chin, W. W. (1998). The Partial Least Squares Approach to Structural Equation Modeling. https://www.researchgate.net/publication/311766005

Fauzi, R., Sakti, J., Widiyanto, P., & Susanto, P. C. (2021). SERVICE QUALITY AND CUSTOMER SATISFACTION INCREASING LOYALTY OF PASSENGERS RO-RO FERRY BAKAUHENI ARTICLE INFO ABSTRACT. JEMEB, 1(1), 79–92. https://abnusjournal.com/jemeb

Fitriana, R., Chadhiq, U., Manajemen, J., Ekonomi, F., Wahid, U., & Semarang, H. (2022). The Effect of E-Commerce and Product Quality on Purchasing Decisions through Consumer Satisfaction as an Intervening Variable.

Gamachchige, J. D., & Mudunkotuwa, M. R. S. (2017). Factors Considered by Shippers When Selecting a Freight Forwarder.

Hair, J., Babin, B., & Krey, N. (2017). Covariance-Based Structural Equation Modeling in the Journal of Advertising: Review and Recommendations. Journal of Advertising, 46, 454. https://doi.org/10.1080/00913367.2017.1329496

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). The Results of PLS-SEM Article information. European Business Review, 31(1), 2–24.

Hair, J. F., Tomas, G., Hult, M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). https://www.researchgate.net/publication/354331182

Hair, J., Sarstedt, M., & Ringle, C. (2019). Rethinking some of the rethinking of partial least squares. European Journal of Marketing, 53. https://doi.org/10.1108/EJM-10-2018-0665

Hidayat, M. R., & Leandro, G. (2023). The Effect of Physical Evidence, Responsiveness, and Assurance on Customer Purchasing Decisions at PT. Asuransi Reliance. International Journal of Science and Society, 5(5), 332–342. https://doi.org/10.54783/ijsoc.v5i5.891

Hirata, E. (2019). Service characteristics and customer satisfaction in the container liner shipping industry. Asian Journal of Shipping and Logistics, 35(1), 24–29. https://doi.org/10.1016/j.ajsl.2019.03.004

Indrawan Wijaya, H., & Dewi Mustikasari Immanuel, dan. (2023a). Pengaruh Reliability, Performance, Features, Conformance, Durability Terhadap Purchase Decision. PERFORMA: Jurnal Manajemen Dan Start-Up Bisnis, 8(6).

Indrawan Wijaya, H., & Dewi Mustikasari Immanuel, dan. (2023b). THE INFLUENCE OF RELIABILITY, PERFORMANCE, FEATURES, SUITABILITY, DURABILITY ON PURCHASING DECISIONS. In PERFORMA: Jurnal Manajemen dan Start-Up Bisnis (Vol. 8, Issue 6).

Johnson, E. C., Karlay, J. S., Fregidou-Malama, M., Hyder, A., & Johnson, E. C. (2018). Impact of Service Quality on customer Satisfaction Liberia Revenue Authority.

Lai, P. L., Jang, H., Fang, M., & Peng, K. (2022). Determinants of customer satisfaction with parcel locker services in last-mile logistics. Asian Journal of Shipping and Logistics, 38(1), 25–30. https://doi.org/10.1016/j.ajsl.2021.11.002

Le, D. N., Nguyen, H. T., & Hoang Truong, P. (2020). Port logistics service quality and customer satisfaction: Empirical evidence from Vietnam. Asian Journal of Shipping and Logistics, 36(2), 89–103. https://doi.org/10.1016/j.ajsl.2019.10.003

Liengaard, B. D., Sharma, P. N., Hult, G. T. M., Jensen, M. B., Sarstedt, M., Hair, J. F., & Ringle, C. M. (2021). Prediction: Coveted, Yet Forsaken? Introducing a Cross-Validated Predictive Ability Test in Partial Least Squares Path Modeling. Decision Sciences, 52(2), 362–392. https://doi.org/10.1111/deci.12445

Maia, F. C., Saldanha, E. D. S., & Graciana, B. (2023). The Effect of Product Quality and Service Quality on Purchasing Decisions Through Corporate Image as Mediation Variable. Timor Leste Journal of Business and Management, 5, 68–80. https://doi.org/10.51703/bm.v5i0.114

Man, N., & Eka J, Mika GiofaniHarto, S. (2019). The Effect Of Tangibles, Responsiveness, And Reliability On Customer Satisfaction Of Delivery Services. International Journal of Economics and Management Studies, 6(5), 86–92. https://doi.org/10.14445/23939125/ijems-v6i5p113

Mariska, A., Soesanto, H., & Mahfudz, M. (2019). THE EFFECT OF BRAND REPUTATION, PRODUCT RELIABILITY, PRICE AND BRAND ADMIRATION ON PURCHASING DECISION (Study on Food Products that Sold through Instagram at Semarang). Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science), 17(3), 164. https://doi.org/10.14710/jspi.v17i3.164-176

Muhammad, H., Royan, A., & Setyawan, A. A. (2023). Enrichment : Journal of Management The influence of customer satisfaction and service quality on customer loyalty at moh yamin ’ s wedangan. 13(5).

Nair, Dr. S. S. (2022). A Study on Relationship between Service Quality and Customer Loyalty with Reference to Online Hotel Booking Apps. International Journal of Current Science Research and Review, 05(04). https://doi.org/10.47191/ijcsrr/V5-i4-60

Nasib, Syaifullah, Mulyapradana, A., Fadila, Z., & Wasiman. (2021). Do Purchase or Do no Purchase? Customer Purchasing Decisions By Using OVO Application. In Proceedings of the 2nd Annual Conference on Blended Learning, Educational Technology and Innovation, 560(Acbleti 2020), 386–389. https://doi.org/10.11648/j.ijber.20200904.23

Negassa, G. J., & Japee, G. P. (2023). The Effect of Bonding, Responsiveness and Communication on Customer Retention: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing, 22(2), 115–131. https://doi.org/10.1080/15332667.2023.2191111

Novita, H., Rinanda Hidayat, M., Leandro, G., & Lubis, H. (2023). The Effect of Physical Evidence, Responsiveness, and Assurance on Customer Purchasing Decisions at PT. Asuransi Reliance. In International Journal of Science and Society (Vol. 5, Issue 5). http://ijsoc.goacademica.com

Olfebri, O. (2024). Determination of Customer Loyalty in the International Cargo Company. Dinasti Internasional Journal Of Education Management and Social Science, 5(3). https://doi.org/10.31933/dijemss.v5i3

Pereira, G. V., Dewi, L. K. C., & Soares, A. da C. (2024). The Influence of Marketing Mix and Service Quality on Purchasing Decisions Mediated by Consumer Satisfaction at Timor Telecom. Journal of Digitainability, Realism & Mastery (DREAM), 3(02), 8–21. https://doi.org/10.56982/dream.v3i02.204

Rindha Purba, F., & Paramita, L. (2021). The Influence of eWOM and Customer Satisfaction on Purchasing Decisions. International Journal of Social Science and Business, 5(4), 575–585. https://ejournal.undiksha.ac.id/index.php/IJSSB/index

Rivai, J. (2021). Journal of Business and Management Studies (JBMS) The Role of Purchasing Decisions Mediating Product Quality, Price Perception, and Brand Image on Customer Satisfaction of Kopi Janji Jiwa. c, 31–42. https://doi.org/10.32996/jbms

Sharma, P. N., Liengaard, B. D., Hair, J. F., Sarstedt, M., & Ringle, C. M. (2023). Predictive model assessment and selection in composite-based modeling using PLS-SEM: extensions and guidelines for using CVPAT. European Journal of Marketing, 57(6), 1662–1677. https://doi.org/10.1108/EJM-08-2020-0636

Susanto, A. H. (2013). The Influence Of Customer Purchase Decision On Customer Satisfaction. Jurnal EMBA, 1(4), 1659–1666.

Thanh Tam, P. (2020). Determinants Affecting Customers’ Satisfaction Based on Logistics Services: A Case Study of Logistics Companies in Vietnam. In Int. J Sup. Chain. Mgt (Vol. 9, Issue 5). http://excelingtech.co.uk/

Widayati, C. C., Nugroho, A., Wiyanto, H., Purnama, E. D., Hardiansyah, Y., Buana, U. M., Sarjana, S. P., Pancasila, U., Kristen, U., & Wacana, K. (2022). The Influence of Trust, Reliability, Responsiveness, Web Design on Purchasing Decisions in E-Commerce. Journal of Marketing and Consumer Research, 85, 28–37. https://doi.org/10.7176/jmcr/85-04

Ye, J., Dong, B., & Lee, J. Y. (2017). The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context. Marketing Letters, 28(4), 551–564. https://doi.org/10.1007/s11002-017-9429-2

Downloads

Published

2025-01-20

How to Cite

Setiawan, E. B., Nurhayat, S., Maghfira, Z. I., & Ningtyas, M. F. (2025). Enhancing Purchasing Decisions Through Reliability and Responsiveness: Exploring Customer Satisfaction as A Mediating Factor for Indonesian Expedition. Jurnal Ilmu Multidisiplin, 3(4), 331–346. https://doi.org/10.38035/jim.v3i4.2031

Issue

Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)

Section

Articles

License

Copyright (c) 2025 Edhie Budi Setiawan, Siti Nurhayat, Zihan Intan Maghfira, Mayla Faiza Ningtyas

Creative Commons License

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

You are free to:

  • Share— copy and redistribute the material in any medium or format
  • Adapt— remix, transform, and build upon the material for any purpose, even commercially.

The licensor cannot revoke these freedoms as long as you follow the license terms.

Under the following terms:

  • Attribution— You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
  • No additional restrictions— You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

Notices:

  • You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation.
  • No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rightsmay limit how you use the material.