Track: Business Management

Abstract

The technology continues to develop, it certainly encourages new market opportunities in the E-commerce sector. With all the conveniences with the availability of online shopping services, of course e-commerce companies want to provide the best service that can be provided to every consumers. Data collection carried out in this study were users of online shopping services,  Tokopedia users. The collection was done by distributing questionnaires to 244 respondents of Tokopedia users. The data were processed using validity and reliability tests.  The analytical method is Robust Least Squared Model. The results of the analysis of this study conclude that an increase in consumer trust and consumer bonding can significantly increase the logistic service quality. But consumer satisfaction improves logistic service quality not within the 5% tolerance of significance. Every 1 unit increase scale in consumer trust will increase the logistic service quality by 0.56 unit in 5 unit Scale Likert, then every 1 unit increase scale in consumer bonding will increase the logistic service quality by 0.69 unit in 5 unit scale Likert. This study suggests that efforts to increase consumer trust and consumer bonding are needed to improve logistic service quality