PENGARUH LOGISTIC SERVICE QUALITY TERHADAP CUSTOMER RETENTION DENGAN PAST EXPERIENCE SEBAGAI VARIABLE MODERASI DITINJAU DARI PERSPEKTIF BISNIS ISLAM

Djodi, Mahardika (2026) PENGARUH LOGISTIC SERVICE QUALITY TERHADAP CUSTOMER RETENTION DENGAN PAST EXPERIENCE SEBAGAI VARIABLE MODERASI DITINJAU DARI PERSPEKTIF BISNIS ISLAM. Diploma thesis, UIN RADEN INTAN LAMPUNG.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh Logistic Service Quality terhadap Customer Retention dengan Past Experience sebagai variabel moderasi pada konsumen Indogrosir di Kota Bandar Lampung. Penelitian menggunakan pendekatan kuantitatif dengan jenis hubungan kausalitas. Sampel penelitian ditentukan dengan metode simple random sampling menggunakan rumus Lemeshow dan diperoleh sebanyak 96 responden. Analisis data dilakukan melalui uji validitas, reliabilitas, serta pengujian hipotesis dengan menggunakan Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa Logistic Service Quality berpengaruh positif dan signifikan terhadap Customer Retention. Hal ini berarti semakin baik kualitas layanan logistik yang dirasakan, maka semakin tinggi pula tingkat retensi pelanggan. Namun demikian, hasil pengujian juga menunjukkan bahwa Past Experience tidak mampu memoderasi hubungan antara Logistic Service Quality terhadap Customer Retention. Dengan demikian, keputusan pelanggan untuk tetap bertahan lebih ditentukan oleh kualitas layanan logistik yang sedang berjalan saat ini daripada pengalaman masa lalu. ABSTRACT This study aims to analyze the effect of Logistic Service Quality on Customer Retention with Past Experience as a moderating variable among Indogrosir consumers in Bandar Lampung City. The study uses a quantitative approach with a causal relationship. The research sample was selected using simple random sampling with the Lemeshow formula, resulting in 96 respondents. Data analysis was conducted through validity and reliability tests, as well as hypothesis testing using Partial Least Squares (PLS). The results showed that Logistic Service Quality had a positive and significant effect on Customer Retention. This means that the better the perceived quality of logistics services, the higher the level of customer retention. However, the test results also show that Past Experience is unable to moderate the relationship between Logistic Service Quality and Customer Retention. Thus, the customer's decision to stay is more determined by the current quality of logistics services than by past experiences.

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