Model Development of Factors Affecting Intention to Use in Third-Party Logistics

Abstract

The use of e-commerce in Indonesia driven by technological developments requires business people to maintain customer satisfaction and increase the intention to use. One of the services contributing to this is goods distribution services, usually assigned to Third Party Logistics (3PL). The increasing need for 3PL service providers results in the need for an elaboration of the factor model that influences intention to use. This study describes a conceptual model regarding the relationship between factors that influence customer satisfaction in 3PL. The results of this study are 10 variables, 38 indicators, and 11 hypotheses that can be used as a reference to determine the factors that influence intention to use in 3PL, as well as the steps for elaborating a model that can be used by the audience, in this case, 3PL service provider companies, to implement conceptual model in the appropriate case.