Issue

Vol. 11 No. 2 (2024): December

Date Log

Submitted
20 September 2024
Accepted
31 December 2025
Published
31 December 2024

Copyright (c) 2024 Rohana D.M. Sitanggang, Euis Saribanon, Aswanti Setiawati, Rr. Endang Wahyuni, Asep Ali Thabah (Author)

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This work is licensed under a Creative Commons Attribution 4.0 International License.

Affective Commitment as a Mediator in Enhancing Logistics Service Quality

https://doi.org/10.24252/minds.v11i2.51387
Rohana D.M. Sitanggang
Institut Transportasi dan Logistik Trisakti, Indonesia
Euis Saribanon
Institut Transportasi dan Logistik Trisakti, Indonesia
Aswanti Setiawati
Institut Transportasi dan Logistik Trisakti, Indonesia
Rr. Endang Wahyuni
Institut Transportasi dan Logistik Trisakti, Indonesia
Asep Ali Thabah
Institut Transportasi dan Logistik Trisakti, Indonesia

Corresponding Author(s) : Rohana D.M. Sitanggang

[email protected]

Jurnal Minds: Manajemen Ide dan Inspirasi, Vol. 11 No. 2 (2024): December

Abstract

This study examines the effects of organizational culture, job satisfaction, and servant leadership on service quality, with affective commitment as a mediating mechanism, in freight forwarding companies in Jakarta, Indonesia. Its novel contribution lies in identifying affective commitment as the primary psychological conduit through which job satisfaction influences service quality, while revealing uneven mediation effects across cultural and leadership factors in a logistics setting. A quantitative design was applied using data from 262 respondents selected through purposive sampling. Primary data were collected via online questionnaires and analyzed using SEM-PLS. The findings show that affective commitment fully mediates the job satisfaction–service quality relationship and partially mediates the effects of organizational culture and servant leadership. Job satisfaction has no direct effect on service quality. The results imply that compensation, promotion, and leadership practices must prioritize affective commitment to achieve sustained service quality improvements.

Keywords

Affective Commitment Job Satisfaction Organizational Culture Service Quality Servant Leadership
Sitanggang, R. D., Saribanon, E., Setiawati, A., Wahyuni, R. E., & Thabah, A. A. (2024). Affective Commitment as a Mediator in Enhancing Logistics Service Quality. Jurnal Minds: Manajemen Ide Dan Inspirasi, 11(2), 457–470. https://doi.org/10.24252/minds.v11i2.51387
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