Comparative Analysis of Service Quality in Enhancing Customer Satisfaction: A Study of ISO-Certified and Non-Certified Logistics Companies
DOI:
https://doi.org/10.17977/um003v11212025p153Keywords:
Service Quality, Customer Satisfaction, ISO 9001:2015, Logistics, Ninja Xpress, Pahala ExpressAbstract
This study aims to analyze and compare the influence of service quality on customer satisfaction between logistics companies certified under ISO 9001:2015 (Ninja Xpress) and those not certified under ISO 9001:2015 (Pahala Express). The study employed a quantitative approach using an Independent Sample t-test. Data were collected through questionnaires involving 105 respondents who had used the delivery services of both companies. The findings indicate a significant difference in customer satisfaction levels between Ninja Xpress and Pahala Express. The sig. (2-tailed) value of < 0.001 suggests that Ninja Xpress, as an ISO 9001:2015 certified company, has a higher level of customer satisfaction compared to Pahala Express. The mean difference value of 0.19810 reflects a substantial average difference in customer satisfaction. These results confirm that ISO certification has a positive impact on service quality, which in turn contributes to increased customer satisfaction. The study recommends that logistics companies consider implementing ISO 9001:2015 standards as a strategy to enhance service quality and customer satisfaction, while also emphasizing the importance of comprehensive service quality improvement regardless of certification status.
References
Adzhigalieva, Z., Hurriyati, R., & Hendrayati, H. (2022). The influence of complaint handling and service recovery on customer satisfaction, customer loyalty and customer retention. 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021). https://doi.org/10.2991/aebmr.k.220701.055
Agarwal, I., & Gowda, K. R. (2021). The effect of airline service quality on customer satisfaction and loyalty in India. Materials Today: Proceedings, 37, 1341–1348.
Alhammadi, M. (2023). Optimising customer service delivery and response time through AI-enhanced chatbots in facilities management-a mixed-methods research. American Journal of Smart Technology and Solutions, 2(2), 43–54. https://doi.org/10.54536/ajsts.v2i2.2206
Astuti, D. (2015). Pengaruh implementasi sistem manajemen mutu ISO 9001: 2008 terhadap peningkatan kualitas layanan di UPT perpustakaan Politeknik Negeri Semarang. Jurnal Ilmu Perpustakaan, 4(3), 31-40.
Bayer, G. L. A., & Vega, Y. V. (2015). Modelo de atención centrado en el paciente en Colombia: la necesidad de un salto desde lo disciplinar hacia lo organizacional. Revista Salud, Historia Y Sanidad, 10(1), 71-83.
Cahyaningrum, Y. (2023). Analisis tata kelola arsitektur dan perancangan sistem enterprise dalam ekspedisi barang pada perusahaan logistik. Jurnal Rekayasa Sistem Informasi dan Teknologi, 1(2), 118–122.
Ekawati, N. W., Wardana, I. M., Yasa, N. N. K., Kusumadewi, N. M. W., & Tirtayani, I. G. A. (2023). A strategy to improve green purchase behavior and customer relationship management during the covid-19 new normal conditions. Uncertain Supply Chain Management, 11(1), 289–298. https://doi.org/10.5267/j.uscm.2022.9.014
Fadilah, W. N. H. N., Wendy, W., Listiana, E., Heriyadi, H., & Komari, N. (2023). The effect of complaint handling on customer loyalty and its impact on customer satisfaction (Study on consumers of PT Telkom Witel of West Kalimantan). East African Scholars Journal of Economics, Business and Management, 6(1), 11–16. https://doi.org/10.36349/easjebm.2023.v06i01.002
Ferreira, C. S., Salgado, E. G., Silva, C. E. S., Mello, C. H. P., & Sampaio, P. (2015). Reasons and benefits associated with ISO 9001 certification for sugar and ethanol companies. Independent Journal of Management & Production, 6(3), 623–642. https://doi.org/10.14807/ijmp.v6i3.301
Fonseca, L. (2015). From quality gurus and TQM to ISO 9001:2015: A review of several quality paths. https://www.semanticscholar.org/
Georgiev, S., & Georgiev, E. (2015). Motivational factors for the adoption of ISO 9001 standards in Eastern Europe: The case of Bulgaria. Journal of Industrial Engineering and Management, 8(3), 1020–1050. https://doi.org/10.3926/jiem.1355
Humairo, A., Al Azroh, D., Faishal Azhari, D., & Huda, B. (2023). Analisis implementasi sistem manajemen mutu ISO 9001:2015 terhadap kepuasan pelanggan dengan kualitas layanan. Jurnal Manajemen dan Pemasaran (JUMPER), 1(2). https://doi.org/10.51771/jumper.v1i2.441
Iskanderani, S., Bafail, O., & Alamoudi, M. (2023). Optimizing sugar manufacturing: A hybrid simulation-based approach and MCDM for efficient decision making. Axioms, 12(10), 975. https://doi.org/10.3390/axioms12100975
Islam, Md. M., Karim, M. A., & Habes, E. M. (2015). Relationship between quality certification and financial & non-financial performance of organizations. The Journal of Developing Areas, 49(6), 119–132. https://doi.org/10.1353/jda.2015.0079
Ismyrlis, V., & Moschidis, O. (2015). The effects of ISO 9001 certification on the performance of Greek companies: A multidimensional statistical analysis. The TQM Journal, 27(1), 150–162. https://doi.org/10.1108/TQM-07-2013-0091
Kompasiana.com. (2020, May 27). Perspektif logistik selama masa pandemi Covid-19 serta potensi bisnisnya di era new normal. Kompasiana. https://www.kompasiana.com/
Kotler, P., Keller, K. L., Brady, M., Goodman, M., & Hansen, T. (2016). Marketing management 3rd edn eBook. Pearson Higher Ed.
Kou, T.-C., & Vigil, M. C. (2019). The effects of sales representatives on customer satisfaction in logistics service industry. International Journal of Business and Management, 14(11), 55. https://doi.org/10.5539/ijbm.v14n11p55
Mehfooz, N., & Saeed Lodhi, M. (2015). Implementation barrier of ISO 9001 with in service and manufacturing organizations in Pakistan. IOSR Journal of Business and Management (IOSRJBM), 17(9), 66-77.
Mori, R. J. (2021). It’s not price; It’s quality. Satisfaction and price fairness perception. World Development, 139, 105302. https://doi.org/10.1016/j.worlddev.2020.105302
Mustamu, E. J., & Ngatno, N. (2021). Pengaruh inovasi produk terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variabel intervening pada KFC Srondol. Jurnal Ilmu Administrasi Bisnis, 10(1), 689–696.
Nafiah, K. L., & Trihudiyatmanto, M. (2021). Membangun loyalitas pelanggan melalui kepuasan yang dipengaruhi oleh kualitas produk, brand image dan experiential marketing. EKOBIS: Jurnal Ilmu Manajemen dan Akuntansi, 9(1), 61–73.
Nagy, G., & Szentesi, S. (2024). Revolutionizing production logistics: Industry 5.0’s impact. Advanced Logistic Systems - Theory and Practice, 18(2), 69–86. https://doi.org/10.32971/als.2024.019
Neves, J., Fernandes, A., Gomes, G., Neves, M., Abelha, A., & Vicente, H. (2015). International standard ISO 9001 an artificial intelligence view: Proceedings of the 17th International Conference on Enterprise Information Systems, 421–428. https://doi.org/10.5220/0005328904210428
Nguyen-Phuoc, D. Q., Tran, A. T. P., Van Nguyen, T., Le, P. T., & Su, D. N. (2021). Investigating the complexity of perceived service quality and perceived safety and security in building loyalty among bus passengers in Vietnam–A PLS-SEM approach. Transport Policy, 101, 162–173.
Nurcahyo, R., & Habiburrahman, M. (2021). Relationship between ISO 9001: 2015 and operational and business performance of manufacturing industries in a developing country (Indonesia). Heliyon, 7(1).
Onaga-Nishimura, A., De La Rosa-Reyna, N., Collao-Diaz, M., & Ruiz-Ruiz, M. (2022). Service Management Model Based on Lean Service and Systematic Layout Planning for the Improvement of Customer Satisfaction in an SME in the Restaurant Sector in Peru. Proceedings of the 8th International Conference on Industrial and Business Engineering, 242–249. ICIBE 2022: 2022 The 8th International Conference on Industrial and Business Engineering. https://doi.org/10.1145/3568834.3568853
Otsetova, A. (2016). Validation of the logistics service quality scale in Bulgarian courier sector. Management & Education/Upravlenie i Obrazovanie, 12.
Parawansa, S. D. A. (2018). Effect of commitment and customers’ satisfaction on the relationship between service quality and customer retention in rural banks in Makassar, Indonesia. Journal of Management Development, 37(1), 53–64.
Pinet, C., & Pinet, C. (2015). 10 clés pour réussir sa certification ISO 9001-2015 / Claude Pinet. https://www.semanticscholar.org/
Putri, F. K., Tumbel, A. L., & Djemly, W. (2021). Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan pada PT. Matahari Department Store di Mantos 2. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 9(1).
Ramphal, R. R. (2015). Overview of the new ISO 9001: 2015 standard and challenges ahead. African Journal of Hospitality, Tourism and Leisure, 4(2), 1-23.
Rashidi, A. (2016). Comparative Study of family members who use or don't use satellite (Case study: Family members of Ardebil). Journal of Socio-Cultural Changes, 13(3), 75-91.
Rogala, P. (2015). Quality audits in municipality offices–evidence from Poland. Proceeding of Managing Intellectual Capital and Innovation for Sustainable Capital, Bari Italy, 2169-2174.
Rosyada, Z. F., Puspitasari, N. B., Susanty, A., Andini, A. R., & Rumita, R. (2020). Analisis logistic service quality untuk meningkatkan kualitas layanan jasa pengiriman JNE Express. J@ Ti Undip: Jurnal Teknik Industri, 15(2), 73–81.
Sansalvador, M. E., & Brotons, J. M. (2015). Valuation of the option of abandoning ISO 9001 certification: An empirical study in Spain. Total Quality Management & Business Excellence, 26(11–12), 1255–1268. https://doi.org/10.1080/14783363.2014.929231
Saprudin, E., & Albanna, H. (2023). The effect of service quality, personal selling, and complaint handling on customer retention of sharia bank customers with customer satisfaction as intervening variable. Bulletin of Islamic Economics, 1(2), 19–33. https://doi.org/10.14421/bie.2022.012-03
Sari, I. P., Giriati, G., Listiana, E., Rustam, M., & Saputra, P. (2023). The impact of complaint handling and service quality on customer satisfaction and customer loyalty in customers of Pontianak Branch of Bank Kalbar Syariah. East African Scholars Journal of Economics, Business and Management, 6(1), 17–28. https://doi.org/10.36349/easjebm.2023.v06i01.003
Sitnikov, C. S., & Bocean, C. G. (2015, November). The role of risk management in ISO 9001: 2015. In Proceedings of 9th International Management Conference: Management and Innovation for Competitive Advantage. Bucharest, Romania.
Skrifvars, J. (2025). The process of obtaining ISO certification within a logistics company: Process for ISO 9001: 2015 and ISO 14001: 2015.
Sobaih, A. E. E., & AlSaif, A. (2023). Effects of Parcel Delivery Service on Customer Satisfaction in the Saudi Arabian Logistics Industry: Does the National Culture Make a Difference? Logistics, 7(4), 94. https://doi.org/10.3390/logistics7040094
Statistics Indonesia. (2023, November 6). Ekonomi Indonesia triwulan III-2023 tumbuh 4,94 persen (y-on-y). Retrieved from https://www.bps.go.id/
Sumaedi, S., & Rakhmawati, T. (2017). The effect of system design type on ISO 9001 implementation outcome: A proposed conceptual framework and future research agenda. International Journal of System Assurance Engineering and Management, 8(S1), 219–229. https://doi.org/10.1007/s13198-015-0336-8
Syapsan, S. (2019). The effect of service quality, innovation towards competitive advantages and sustainable economic growth: Marketing mix strategy as mediating variable. Benchmarking: An International Journal, 26(4), 1336–1356.
Tomic, B., & Spasojevic Brkic, V. K. (2019). Customer satisfaction and ISO 9001 improvement requirements in the supply chain. The TQM Journal, 31(2), 222-238.
Usman, M., Shafiq, M., Savino, M., Rashid, Z., Yehya, M. I., Naqvi, A. A., Iqbal, S., & Menanno, M. (2019). Investigating the role of QMS implementation on customers’ satisfaction: A case study of SMEs. IFAC-PapersOnLine, 52(13), 2032–2037.
Uzir, M. U. H., Jerin, I., Al Halbusi, H., Hamid, A. B. A., & Latiff, A. S. A. (2020). Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? Heliyon, 6(12).
Vasić, M., Potkonjak, A., Stanojević, D., & Dimitrijević, M. (2015). Quality implications on the business of logistic companies. Journal of Applied Engineering Science, 13(2), 87-92.
Wahyuni, R., & Irawan, H. (2018). Penerapan electronic customer relationship management (e-CRM) dalam upaya meningkatkan loyalitas dan pelayanan terhadap pelanggan. IDEALIS: InDonEsiA journaL Information System, 1(1), 489–496.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Abi Sopyan Febrianto, Tutik Inayati, Yosep Hernawan, Asep Miftahuddin
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
