Pengaruh Logistics Service Failure terhadap Customer Satisfaction melalui Customer Handling Capability sebagai Variabel Mediasi pada Perusahaan Third Party Logistics (3PL) PT.X di Kota Padang, Sumatra Barat

Abstract

The increasingly competitive logistics industry requires third-party logistics (3PL) companies to provide reliable distribution services and maintain customer satisfaction. However, various forms of logistics service failures—such as delivery delays, discrepancies in goods, damaged goods, and shipping information issues—still occur in their operations, which have the potential to reduce customer satisfaction. This study aims to analyze the effect of logistics service failures on customer satisfaction through the mediating role of customer handling capability at the 3PL company PT. X in Padang, West Sumatra. This study employs an explanatory quantitative approach using a survey method. Data were collected by distributing questionnaires to 64 respondents, including distributors, distributor managers, and parties involved in the goods receipt process at PT.X. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software to test the relationships among constructs and the mediating effect. The results indicate that Logistics Service Failure has a significant negative effect on Customer Handling Capability and Customer Satisfaction. Meanwhile, Customer Handling Capability has a significant positive effect on Customer Satisfaction and acts as a mediating variable in the relationship between logistics service failure and customer satisfaction. These findings indicate that a company’s ability to respond to, coordinate, and resolve customer issues is a critical factor in mitigating the negative impact of service failures. This study makes a theoretical contribution to the development of logistics management research by integrating the concepts of service failure, customer handling capability, and customer satisfaction, and provides practical implications for 3PL companies in improving their service recovery strategies.