THE ROLE OF POSTAL AGENTS IN MEDIATING THE INFLUENCE OF FIRST MILE AND POSTAL RATES ON THE PERFORMANCE OF REGULAR POSTAL SERVICES AT PT POS INDONESIA, MAKASSAR MAIN BRANCH OFFICE 90100
Keywords:
First Mile, Postal Rates, Postal Agents, Regular Postal Service Performance, SEM-PLSAbstract
This study examines the role of Postal Agents in mediating the influence of First Mile and Postal Rates on the Performance of Regular Postal Services at PT Pos Indonesia Makassar Main Branch Office 90100. The study used an explanatory quantitative approach with a cross-sectional survey method. The population consisted of 160 Postal Agents, and the sample size was determined using the Slovin formula, resulting in 114 respondents. Data were collected through structured questionnaires. Data analysis was conducted using SEM-PLS with SmartPLS software.
The descriptive analysis results indicate that the variables of First Mile, Postal Rates, Postal Agents, and Regular Postal Service Performance are categorized as fairly good but not yet optimal. The measurement model evaluation shows that all constructs meet the criteria for convergent validity, discriminant validity, and reliability, with outer loading values above 0.70, AVE values above 0.50, and Composite Reliability values above 0.70.
The structural model results show that First Mile positively and significantly affects Postal Agents (β = 0.476; p < 0.001) and Regular Postal Service Performance (β = 0.112; p = 0.035). Postal Rates also positively and significantly affect Postal Agents (β = 0.296; p < 0.001) and service performance (β = 0.158; p < 0.001). Postal Agents have the strongest influence on performance (β = 0.756; p < 0.001). The model explains 49.70% of the variance in Postal Agents and 89.20% of the variance in service performance.
Downloads
References
Adhanti, E. F., & Mokodompit, E. A. (2025). Market delivery model untuk cost efficiency terhadap customer satisfaction in logistics di Indonesia. GEMILANG: Jurnal Manajemen dan Akuntansi, 6(1). https://doi.org/10.56910/gemilang.v6i1.3432
Akkerman, F., Dieter, P., & Mes, M. (2023). Learning dynamic selection and pricing of out-of-home deliveries. Transportation Research. https://arxiv.org/abs/2311.13983
Anggi, & Tanjung, Y. (2024). Pengaruh harga, kualitas pelayanan dan fasilitas terhadap kepuasan pelanggan bongkar muat. Jurnal Widya, 5(2). https://doi.org/10.54593/awl.v5i2.400
Aswari, N. W. (2024). The effect of timeliness, shipping rates and security of goods on customer satisfaction of PT JNE in East Jakarta. Jurnal Manajemen Bisnis Transportasi dan Logistik, 10(2). https://doi.org/10.54324/j.mbtl.v10i2.1903
Beliaev, M., Mehr, N., & Pedarsani, R. (2023). Pricing for multi-modal pickup and delivery problems with heterogeneous users. arXiv. https://arxiv.org/abs/2303.10253
Dinakaran, D., & Kumari, D. A. (2025). Optimizing first mile and last mile operation. International Advanced Research Journal in Science, Engineering and Technology, 12(5). https://doi.org/10.17148/IARJSET.2025.125306
Fadl, A. Z. J., & Zahrah, H. (2025). Pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan pada layanan ekspedisi. Ekopedia: Jurnal Ilmiah Ekonomi, 1(1). https://doi.org/10.63822/0pyy0k91
Faisal, F., & Khalid, Z. (2024). Distribution hub optimization: Application of conditional P-median using road network distances. Operations Research Logistics. https://arxiv.org/abs/2411.05851
Farhan, M. (2024). Pengaruh proses first mile terhadap kinerja last mile pada Pos Indonesia cabang Banjar. Repository Universitas Logistik dan Bisnis Internasional. https://eprints.ulbi.ac.id/2944/
Fauzi, A., et al. (2023). Pengaruh permintaan harga, promosi dan kualitas layanan terhadap kepuasan konsumen pada transportasi online. Jurnal Akuntansi dan Manajemen Bisnis, 3(1). https://doi.org/10.56127/jaman.v3i1.646
Fehn, F., Engelhardt, R., Dandl, F., Bogenberger, K., & Busch, F. (2022). Integrating parcel deliveries into a ride-pooling service: An agent-based simulation study. Transportation Logistics Research. https://arxiv.org/abs/2205.04718
Fitriani, H. (2023). Analisis kualitas layanan logistik, fasilitas pengiriman barang dan layanan customer service terhadap kepuasan pelanggan. Jurnal Kewirausahaan dan Multi Talenta, 1(2). https://doi.org/10.38035/jkmt.v1i2.207
Gemilang, R. F. S., Lesmana, A., & Abimanto, D. (2025). Pengaruh proses, kualitas layanan, dan fasilitas terhadap kinerja ekspor logistik maritim Indonesia. Logistics and Supply Chain Insights, 1(2). https://doi.org/10.65428/login.v1i2.43
Giovannoni, F., & Hinnosaar, T. (2022). Pricing novel goods. arXiv. https://arxiv.org/abs/2208.04985
Ghozali, I. (2023). Partial least squares: Konsep, teknik, dan aplikasi menggunakan program SmartPLS 3.2.9 untuk penelitian empiris (Edisi 3). Badan Penerbit Universitas Diponegoro.
Hadi, A., & Vikaliana, R. (2023). Persepsi generasi milenial terhadap kualitas pelayanan tracking system pada jasa pengiriman JNE. ARBITRASE: Journal of Economics and Accounting, 4(1). https://doi.org/10.47065/arbitrase.v4i1.1027
Hardilawati, W. L., Farhanidhya, N., & Hinggo, H. T. (2023). The effect of market orientation, e-commerce, and product innovation on marketing performance in MSMEs culinary sector. Jurnal Manajemen Teknologi, 22(2). https://doi.org/10.12695/jmt.2023.22.2.4
Hasanah, R., Hermawan, D. J., & Priantono, S. (2024). Pengaruh kualitas pelayanan, nilai pelanggan dan harga jasa terhadap kepuasan konsumen PT Pos Indonesia (Persero) Kota Probolinggo. JUMAD: Journal Management, Accounting & Digital Business, 2(6). https://doi.org/10.51747/jumad.v2i6.2099
Hasnita. (2023). Modul praktik partial least square (PLS): Untuk penelitian ekonomi dan bisnis pendekatan kuantitatif. IAIN Palangka Raya.
Hendri, Sari, F. P., & Munajat. (2025). Pengaruh logistics service quality terhadap kepuasan konsumen jasa kurir di Kantor Pos Baturaja. Media Bina Ilmiah, 19(3). https://doi.org/10.33758/mbi.v19i3.1301
Hermawan, E., & Marliani, V. (2024). Pengaruh harga dan kualitas pelayanan terhadap keputusan penggunaan jasa layanan pada JNE Express Tanjung Priok. Jurnal Logistik Indonesia, 8(1). https://doi.org/10.31334/logistik.v8i1.4126
Ighomereho, S. O., et al. (2022). From service quality to e-service quality: Measurement, dimensions and model. arXiv. https://arxiv.org/abs/2205.00055
International Post Corporation. (2022). Global postal industry report. IPC.
Ittmann, H. (2023). The postal performance of the South African Post Office: An international and local perspective. Journal of Transport and Supply Chain Management, 17. https://doi.org/10.4102/jtscm.v17i0.948
Kencana, P. N., Diposumarto, N. S., & Farradia, Y. (2024). The influence of market orientation and product innovation on the marketing performance of fashion SMEs. Formosa Journal of Science and Technology, 4(1). https://doi.org/10.55927/fjst.v4i1.13324
Kurniawan, A., Prasetyo, D., & Lestari, S. (2024). Digital information systems in supporting postal logistics services. Journal of Logistics and Supply Chain Management, 8(1).
Marlina, A., Maulana, L. H., Sinaga, H. Z., Fadhila, J., & Miranti. (2025). Determining marketing performance product innovation and digital marketing. Jurnal Ilmiah Manajemen Kesatuan, 13(4). https://doi.org/10.37641/jimkes.v13i4.3431
Nicolet, A., & Atasoy, B. (2023). A choice-driven service network design and pricing including heterogeneous behaviors. Transportation Research. https://arxiv.org/abs/2311.15907
Nugroho, A., & Sari, D. (2024). The role of postal agents in expanding logistics service accessibility in Indonesia. Journal of Logistics Management, 12(1).
Pilney, R. (2025). Transportation efficiency in first-mile logistics operations. Journal of Transportation and Supply Chain Systems, 11(2).
Pratama, R., & Nugroho, A. (2024). Postal service transaction systems in modern logistics networks. Journal of Postal and Logistics Studies, 6(2).
Pratama, R., & Wibowo, H. (2023). Postal agency network and service performance in Indonesian logistics sector. International Journal of Logistics Systems, 9(2).
PT Pos Indonesia. (2023). Panduan kemitraan Agenpos. PT Pos Indonesia.
Putri, M., Hidayat, R., & Lestari, A. (2022). Transaction service quality in postal logistics services. Indonesian Journal of Logistics Management, 5(2).
Rachmawati, I., Utama, A. S. W., & Ruhana, N. (2025). Preferensi pelaku usaha pada e-commerce terhadap layanan last mile delivery. Jurnal Maneksi, 14(4). https://doi.org/10.31959/jm.v14i4.3633
Rahman, A., & Setiawan, D. (2023). Service speed and reliability in logistics service providers. Journal of Service Management and Logistics, 7(1).
Rahman, M. A., Basheer, M. A., & Khalid, Z. (2023). Logistics hub location optimization using road network distances. Transportation and Logistics Journal. https://arxiv.org/abs/2308.11038
Rajendran, S., & Harper, A. (2022). Simulation-based algorithm for determining best package delivery alternatives. arXiv. https://arxiv.org/abs/2106.11027
Ramadhani, A., Santosa, W., & Dewayana, T. S. (2024). Pengaruh nilai logistik, kualitas layanan logistik dan kepercayaan pelanggan terhadap kepuasan dan retensi pelanggan generasi-Z. Jurnal Manajemen Terapan dan Keuangan, 14(3). https://doi.org/10.22437/jmk.v14i03.48767
Ramdani, C., Kosim, M., & Yahya, A. (2025). Pengaruh kualitas layanan logistik, ketepatan waktu dan fasilitas terhadap kepuasan pelanggan JNE Cikarang Selatan. Jurnal Akuntansi Ekonomi dan Manajemen Bisnis, 5(2). https://doi.org/10.55606/jaemb.v5i2.6343
Salwa, S., Hasibuan, M. Z., & Hidayat, T. (2024). Pengaruh kualitas layanan logistik, harga dan citra merek terhadap keputusan penggunaan jasa ekspedisi. Jurnal Mutiara Manajemen, 9(1). https://doi.org/10.51544/jmm.v9i1.5076
Santiago, M. (2025). First mile logistics and shipment collection efficiency. Journal of Supply Chain Innovation, 10(2).
Santosa, S., & Andhini, T. P. (2023). Pengaruh harga terhadap loyalitas pelanggan pada produk layanan pengiriman Pos Express PT Pos Indonesia KCU Pekanbaru. Pro Mark, 13(2). https://doi.org/10.46369/promark.v13i2.3279
Santoso, B., & Hidayat, T. (2023). Digital system adoption in postal service operations. Indonesian Journal of Information Systems and Logistics, 6(1).
Saputri, D. F., Nasution, Y. S. J., & Sudiarti, S. (2023). Pengaruh layanan PosPay dan kurir PosAja terhadap tingkat pendapatan pada PT Pos Indonesia Langsa. Indonesian Journal of Islamic Economics and Business, 8(1). https://doi.org/10.30631/ijoieb.v8i1.1798
Shaklab, E., Karapetyan, A., Sharma, A., Mebrahtu, M., & Nagy, M. (2023). Towards autonomous and safe last-mile deliveries with AI-augmented self-driving delivery robots. arXiv. https://arxiv.org/abs/2305.17705
Siregar, H., Prabowo, A., & Lestari, D. (2023). Parcel delivery performance in postal logistics services. Journal of Indonesian Logistics, 9(1).
Sugiyono. (2023). Metode penelitian kuantitatif bisnis. Alfabeta.
Syuhud, F., & Komariyatin, N. (2025). Exploring the impact of entrepreneurial and market orientation on marketing performance: The mediating role of product innovation in rattan craftsmanship. Golden Ratio of Marketing and Applied Psychology of Business, 5(2). https://doi.org/10.52970/grmapb.v5i2.1005
Universal Postal Union. (2023). Postal development report. UPU.
Warnier, O. (2024). Route planning optimization in first mile logistics networks. International Journal of Logistics Research and Applications, 27(3).
Wibowo, A., Prasetyo, H., & Santosa, R. (2024). Service accuracy and customer satisfaction in logistics services. Journal of Transportation and Logistics Management, 10(1).
Williams, J. (2023). Tracking systems and shipment visibility in modern logistics. Journal of Logistics Technology, 14(2).
Yahya, M., Mufida, N., & Sholihah, M. (2024). Do marketing strategy and product innovation contribute to the marketing performance of culinary enterprises? Indonesian Journal of Business and Entrepreneurship Research, 2(2). https://doi.org/10.62794/ijober.v2i2.2494
Yanuar, A., & Siregar, M. R. H. (2023). Analisis kepuasan pengguna jasa freight forwarding menggunakan importance performance analysis. Jurnal Logistik Bisnis, 13(1). https://doi.org/10.46369/logistik.v13i1.2953
Ziyaduddin, H. F., Mukhsin, M., & Satyanegara, D. (2025). Pengaruh kolaborasi terhadap kinerja logistik dengan kapabilitas logistik sebagai variabel intervening. J-CEKI: Jurnal Cendekia Ilmiah, 4(6). https://doi.org/10.56799/jceki.v4i6.11817
Downloads
Published
Conference Proceedings Volume
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
