Pengaruh Responsivitas, Penyelesaian Masalah, Dan Keefisienan Waktu Terhadap Tingkat Kepercayaan Pelanggan Pada Pt Blue Coral Marines Logistics
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Penelitian ini bertujuan untuk menganalisis pengaruh responsivitas, penyelesaian masalah, dan keefisiensian waktu terhadap tingkat kepercayaan pelanggan pada PT Blue Coral Marines Logistics. Urgensi penelitian ini didasarkan pada pentingnya kepercayaan pelanggan sebagai determinan utama keberlanjutan hubungan bisnis dalam industri logistik yang kompetitif, yang menuntut kualitas layanan yang cepat, tepat, dan responsif. Penelitian ini menggunakan pendekatan kuantitatif dengan desain asosiatif kausal. Populasi penelitian adalah seluruh pelanggan yang menggunakan layanan pengiriman barang selama periode 2025 sebanyak 80 pelanggan, dengan teknik sampling jenuh sehingga seluruh populasi dijadikan sampel. Pengumpulan data dilakukan melalui kuesioner dan dianalisis menggunakan regresi linear berganda. Hasil penelitian menunjukkan bahwa responsivitas, penyelesaian masalah, dan keefisiensian waktu berpengaruh positif dan signifikan terhadap kepercayaan pelanggan, baik secara parsial maupun simultan. Keefisiensian waktu terbukti sebagai variabel paling dominan dalam membentuk kepercayaan pelanggan. Secara manajerial, temuan ini mengindikasikan bahwa perusahaan perlu memprioritaskan peningkatan efisiensi operasional, penguatan sistem respons layanan berbasis teknologi, serta pengembangan kompetensi karyawan dalam menangani keluhan secara cepat dan tepat. Penelitian ini memberikan kontribusi empiris dalam memperkuat literatur manajemen layanan logistik, khususnya terkait determinan kepercayaan pelanggan dalam konteks perusahaan logistik di Indonesia.
Kata Kunci: Responsivitas, Penyelesaian Masalah, Keefisiensian Waktu, Kepercayaan Pelanggan, Logistik
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DOI: https://doi.org/10.37531/yume.v9i2.11628
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