Customer Satisfaction and Logistics Company Reputation through Supply Chain Disruption Management

Abstract

Customer Satisfaction and Logistics Company Reputation through Supply Chain Disruption Management. Various unplanned or unanticipated events can disrupt logistics company operations and supply chains. During the disruption, supply chain disruption management (SCDM) can optimize supply chains to reduce costs, increase efficiency, maintain company reputation, and maximize customer satisfaction. This study aimed to determine the description of SCDM, customer satisfaction, and the reputation of logistics companies in Jakarta and to confirm the effect of SCDM directly or indirectly on customer satisfaction and the reputation of logistics companies in Jakarta. The population in this study is 274 logistics companies that provide goods delivery services to Jakarta retailers registered with the Indonesian Logistics & Forwarders Association (ALFI) and are active in carrying out activities, especially distribution activities in Jakarta, and by proportional random sampling obtained 160 companies. This study used a questionnaire with a Likert scale with intervals of 1-9. Data were collected through questionnaires and analyzed using Partial Least Square (PLS). The findings of this study are (1) SCDM positively influences consumer satisfaction; (2) SCDM affects the company's reputation directly and through customer satisfaction; and (3) consumer satisfaction affects the company's reputation. Logistics companies can focus on flexibility in SCDM to adapt quickly to changes in demand or supply activities. In strengthening customer satisfaction, logistics companies need to emphasize communication, especially in ensuring communication effectiveness with consumers so that customer satisfaction can be maintained and even increased. The reputation of a logistics company can focus on aspects of innovation by utilizing advanced technology such as artificial intelligence and automation to increase the efficiency and accuracy of overall supply chain management.