Logistics Service Quality as Mediation of the Effect of Information Systems on Supply Chain Relationship

Abstract

This study examines information systems' effect on supply chain relationships with logistics service quality as a mediating variable. The study was conducted on customers of a freight forwarding company in the Special Region of Yogyakarta. This study's sampling method was non-probability sampling, which was a purposive sampling technique through online questionnaires. The sample used in this study was 160 respondents aged 18 years old and over and had experience using freight forwarding services at least twice in the past six months. Data analysis implemented structural equation modeling in Amos 2.4. This study proved that information systems did not directly have a significant effect on supply chain relationships but indirectly have a positive and significant effect on supply chain relationships through the logistics service quality as a mediation.

Changes in Quality and Risk Management in Logistics

“…• Accuracy of the prepared request in accordance with the customer's preferences [112] • The use, acceptance, and exchange of information with customers [113][114][115] • The procedures for the preparation of requests [116] • Increase the number of requests sent by customers [117,118] • Quality of requests related to promotional items and value of the total requested quantity [119] • Speed and authority in handling discrepancies in the preparation of requests [111] • Customer satisfaction [120][121][122][123]. Customer satisfaction depends on many factors related to the perceived quality of services provided, social interaction, customer experience, and other specific subjective factors.…”