Logistics Quality and Pricing Effects on Satisfaction and Courier Performance

Abstract

PT Satria Antaran Prima Tbk (SAPX) faced a 6.59% reduction in gross operating profit during 2024, notwithstanding a 9.7% revenue increment versus the prior year. This contradiction suggests revenue expansion occurred without corresponding operational effectiveness. This investigation evaluates how logistics service excellence and pricing structures influence customer contentment and subsequently affect organizational outcomes. A quantitative framework utilizing descriptive and verificative approaches was employed, gathering information from 390 active clients within Jakarta and applying Structural Equation Modeling (SEM) for analysis. Findings demonstrate that service excellence and pricing both exert positive, statistically meaningful effects on customer contentment. Subsequently, customer contentment positively impacts organizational outcomes. Additionally, indirect influences of service excellence and pricing on organizational outcomes via customer contentment prove statistically meaningful. Results emphasize optimizing service standards and executing efficient pricing mechanisms to strengthen market competitiveness.