Mediating Role Of Logistics Service Quality In Relationship Between Warehouse Management, Work Behavior, And Digitalization On Performance Of Cianjur Post Office Warehouse
Keywords:
Warehouse Management, Work Behaviour, Digitalization, Logistics Service Quality, Warehouse Performance, SEM-PLS
Abstract
PT Pos Indonesia Cianjur Branch Consolidation Warehouse faces operational challenges, including delays in vehicle arrivals, shipment processing, sorting errors, and scan failures, which contribute to Customer Complaint Handling (CCH) cases and may reduce logistics service quality and warehouse performance. This study examines effects of warehouse management, work behavior, and digitalization on warehouse performance, with logistics service quality as a mediating variable. A quantitative survey was conducted involving 69 employees, and data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results indicate that warehouse management positively affects logistics service quality (β = 0.286; p = 0.005) and warehouse performance (β = 0.204; p = 0.011). Work behavior positively influences logistics service quality (β = 0.264; p = 0.010) and warehouse performance (β = 0.177; p = 0.015). Digitalization significantly improves logistics service quality (β = 0.379; p < 0.001) but has no direct effect on warehouse performance (β = −0.030; p = 0.740). Logistics service quality significantly improves warehouse performance (β = 0.669; p < 0.001), partially mediating effects of warehouse management and work behavior and fully mediating the effect of digitalization. The model explains 65.6% of warehouse performance and highlights logistics service quality as a key mechanism linking operational factors to performance improvement.
References
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Atmoko, P. T. (2022). Pengaruh Ketepatan Waktu Pengiriman dan Harga terhadap Kepuasan Konsumen pada Ninja Xpress Sampit. Keizai, 3(2), 93-104.
Baglio, M., Creazza, A., & Dallari, F. (2023). The “perfect” warehouse: How third-party logistics providers evaluate warehouse features and their performance. Applied Sciences, 13(12), 6862.
Batarlienė, N., & Jarašūnienė, A. (2024). Improving the quality of warehousing processes in the context of the logistics sector. Sustainability, 16(6), 2595.
Cecep Ramdani, Muhammad Kosim, & Adibah Yahya. (2025). Pengaruh Kualitas Layanan Logistik, Ketepatan Waktu dan Fasilitas Terhadap Kepuasan Pelanggan JNE Cikarang Selatan . Jurnal Akuntansi, Ekonomi Dan Manajemen Bisnis, 5(2), 144–155.
Fakhirah, N. R., Wibowo, K. M. P., Sihombing, E. H. G., & Tarina, D. Y. (2025). PENYELESAIAN SENGKETA NON-LITIGASI ANTARA KONSUMEN DAN JNE EXPRESS ATAS KESALAHAN PENGIRIMAN BARANG (STUDI KASUS PENGIRIMAN DI KOTA MALANG). Jurnal Riset Multidisiplin Edukasi, 2(11), 856-870.
Farhan, F., & Hidayat, Y. R. (2021). Pengaruh Logistic Management Improvement terhadap Kinerja Warehouse pada PT. Fastindo Piranti Kabel. Jurnal Manajemen Logistik, 1(1), 67-71.
Faveto, A., Traini, E., Bruno, G., & Chiabert, P. (2024). based method for evaluating key performance indicators: an application on warehouse system. The International Journal of Advanced Manufacturing Technology, 130(1), 297-310.
Ghazali, J. M., Rushdi, N. N. H. N., & Sapry, H. R. (2024). Effective Warehouse Space and Layout Management: A Case Study of DHL Express. In Technological Frontiers and Sustainable Innovations (pp. 73-78). Cham: Springer Nature Switzerland.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer international publishing.
Herdianzah, Y., Ahmad, A., Saleh, A., & Syukur, A. (2022). Pengaruh Penerapan Warehouse Management System Terhadap Kinerja Gudang Pada PTP Nusantara XIV Persero. Metode: Jurnal Teknik Industri, 8(2), 91-101.
Karimi, B., & Osoro, A. (2025). WAREHOUSE CONSOLIDATION PRACTICES AND PERFORMANCE OF HORTICULTURAL EXPORTING FIRMS IN NAKURU COUNTY, KENYA. International Journal of Social Sciences Management and Entrepreneurship (IJSSME), 9(1).
Lin, X., Mamun, A. A., Yang, Q., & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PloS one, 18(5), e0286382.
Nugroho, S. P., Hilman, T., & Yanuar, A. (2023). Analisis Perbaikan Alokasi Penyimpanan Barang dengan Metode Dedicated Storage dan Class Based Storage Pada Gudang Fulfillment PT. Tiki JNE Cabang Bandung. JATI (Jurnal Mahasiswa Teknik Informatika), 7(6), 3232-3237.
Nur'aini, Fajar. 2020. Standart Operating Procedure: Cara Praktis dan Efektif Menerapkan SOP di Segala Macam Bisnis (1st ed.). Yogyakarta: Penerbit Quadrant.
Pandiangan, S. A., Harahap, A. S., Yona, D. F., Rafita, R., & Panjaitan, A. (2025). Sistem Manajemen Kinerja untuk Peningkatan Efisiensi Operasional Gudang. IKRAITH-EKONOMIKA, 8(3), 735-744.
Pasaribu, Y. R., Prasetyo, T. A., Adillabibi, F., Kristiana, D., & Hafidz, F. N. (2025). Pengaruh Ketepatan Waktu Pengiriman dan Kondisi Paket terhadap Tingkat Kepuasan Pelanggan pada Layanan JNE di Kota Purwokerto. Journal of Comprehensive Science (JCS), 4(6).
Purba, B,. Hasibuan, A., Sari, O.H., dkk. (2022). Pengantar Manajemen Operasi. Yayasan Kita Menulis.
Ramadani, I., Masruroh, S., & Suryani, B. (2025). Penerapan Design Thinking untuk Meningkatkan Kinerja Pengiriman dan Efisiensi Operasional Gudang JNE Jambi. Fusion: Journal of Research in Engineering, Technology and Applied Sciences, 2(2), 86-92.
Ricardianto, P., Christy, E., Pahala, Y., Abdurachman, E., Soekirman, A., Purba, O. R., ... & Endri, E. (2023). Digitalization and logistics service quality: Evidence from Indonesia national shipping companies. International Journal of Data & Network Science, 7(2).
Sahara, S., & Jesica, R. (2022). Optimalisasi Kegiatan Trucking di PT. Jasa Prima Logistik Bulog. Jurnal Logistik, 15(02), 120-34.
Saputra, M. R., Tohir, M., & Primadi, A. (2024). Analisis Proses Logistik, Kinerja Karyawan dan Komunikasi yang Efektif Terhadap Kepuasan Pelanggan. Jurnal Siber Transportasi Dan Logistik, 2(2), 49–60.
Setayesh, A., Greig, M. A., Grosse, E. H., Glock, C. H., & Neumann, W. P. (2025). A generic approach to developing human factors-quality assessment tools exemplified by the warehouse error prevention tool. Ergonomics, 68(7), 1043-1055.
Setiawan, R., Sugihartanti, N. P., & Ibadurrahman, M. I. (2024). Sistem Manajemen Gudang Bebasis Web dengan Teknologi Barcode Scanner pada Industri Manufaktur: Sebuah Kajian Literatur. Integrasi: Jurnal Ilmiah Teknik Industri, 9(2), 124-135.
Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Sugma, S. H. (2022). The effect of work behavior and work environment on employee performance. At-Tadbir: jurnal ilmiah manajemen, 6(2), 169-180.
Sutrisno, N., Tuasikal, H., & Maulana, M. R. (2023). Pengaruh Evaluasi Manajemen Logistik Terhadap Kinerja Distribusi PT. Tempo Logistik Kabupaten Bekasi. KENDALI: Economics and Social Humanities, 2(1), 1-19.
Utami, A., & Sanjaya, V. F. (2022). Pengaruh tata letak gudang terhadap kelancaran distribusi barang ke konsumen di kantor cabang alfamart Kotabumi. Entrepreneurship Bisnis Manajemen Akuntansi (E-BISMA), 1-10.
Vaičiūtė, K., & Katinienė, A. (2025). Improving the information systems of a warehouse as a critical component of logistics: The case of Lithuanian logistics companies. Systems, 13(3), 186.
Yang, C. C., Wong, C. W., & Liao, T. Y. (2021). Logistics quality management practices and performance of international distribution centre operators. International Journal of Shipping and Transport Logistics, 13(3-4), 300-326.
Yanuar, A., & Bisma, B. H. (2025). PENGUKURAN KUALITAS LAYANAN LOGISTIK TERHADAP KEPUASAN PELANGGAN PT. POS KPRK TULUNGAGUNG. Jurnal Logistik Bisnis, 15(1), 8-15.
Yao, L., Mohd Shah, N. I., Mohamad, F., Cheng, J. K., An, H. K., & Abdalla, A. N. (2022). What makes courier service creative?—From managing logistics to managing knowledge. Sustainability, 14(21), 14630.
Ziyaduddin, H. F., Mukhsin, M., & Satyanegara, D. (2025). Pengaruh Kolaborasi Terhadap Kinerja Logistik dengan Kapabilitas Logistik Sebagai Variabel Intervening. J-CEKI: Jurnal Cendekia Ilmiah, 4(6), 1589-1603.
Zulfikar, H., Saputra, D. R., Maulana, A., Cahyono, Y. A., & Sahara, S. (2023). Peningkatan efisiensi operasional pergudangan melalui teknologi canggih. Jurnal Ilmiah Wahana Pendidikan, 9(16), 393-402.
Published
2026-07-21
How to Cite
Mutaram, O., Erna Mulyati, & Maniah. (2026). Mediating Role Of Logistics Service Quality In Relationship Between Warehouse Management, Work Behavior, And Digitalization On Performance Of Cianjur Post Office Warehouse. International Journal of Education, Vocational and Social Science , 5(03), 5792-5813. https://doi.org/10.63922/ijevss.v5i03.5249
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Email : ijevss@citakonsultindo.or.id / editor.ijevss@gmail.com
