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Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected from the millennial that already had an experience in using Go-Send in greater Jakarta as a respondent and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust Abstrak Logistik tidak hanya memainkan peran utama dalam proses bisnis, tetapi juga dapat menambah nilai bagi bisnis, dan bahkan juga menentukan kehidupan perusahaan. Karena signifikansinya, kemajuan logistik tidak dapat dihindari. Pelanggan menginginkan segalanya lebih cepat, dan mereka bahkan bersedia membayar lebih untuk layanan ini. Penelitian ini memberikan investigasi empiris pada pelanggan layanan kurir instan di Indonesia. Sebanyak 300 kuesioner yang valid dikumpulkan dari para milineal yang memiliki dalam menggunakan Gosend di Jakarta sebagai responden dan dinilai menggunakan Structural Equation Modelling (SEM). Hasil penelitian menunjukkan bahwa persepsi kualitas layanan mempengaruhi kepuasan dan kepercayaan pelanggan. Di sisi lain, inovasi layanan logistik memengaruhi persepsi kualitas layanan, tetapi bukan kepuasan pelanggan. Sementara, kepercayaan memengaruhi kepuasan pelanggan dan niat pembelian kembali. Selain itu, kepuasan pelanggan mempengaruhi niat pembelian kembali. Studi ini adalah salah satu yang pertama untuk mengevaluasi dan mengkonfirmasi hubungan niat pembelian kembali dengan kualitas layanan dalam layanan kurir instan. Kontribusi, implikasi praktis, dan batasan penelitian dibahas.s Kata kunci— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

jurnal manajemen indonesia/jurnal manajemen indonesia

Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust