This study explores the influence of technology usage on customer satisfaction in XYZ Express Logistics, mediated by service quality and business process performance. The study is driven by increasing digitalization in the logistics sector. Using a quantitative research method and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) approach. The findings confirm that technology usage significantly affects both service quality and business process, which in turn positively impact customer satisfaction. Both service quality and business process are validated as partial mediators, indicating that the influence of digital tools is not only direct but also operates through internal service improvements and workflow efficiency. The study highlights that investments in digital tracking, customer support systems, and user-friendly platforms are crucial to meet rising expectations in e-commerce-driven logistics. This research contributes to the practical development of customer-oriented digital strategies in logistics services, and offers theoretical reinforcement to models linking operational digitalization, service excellence, and consumer satisfaction. Moreover, it aligns with broader efforts to advance digital transformation in Indonesia’s logistics infrastructure as part of industry 4.0 readiness.
Pratiwi et al. (Wed,) studied this question.