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Online Order Delivery on Customer Satisfaction
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The research aims to overcome the gap between expectations and the reality of the service
perceived by online delivery order customers, operational performance and service quality
on customer satisfaction at shipping companies. The research sample is 120 customer
respondents from import shipping companies in Jakarta. Data collection techniques using a
questionnaire. The data analysis method used is path analysis. The results of online order
delivery research adopting e-service and the web have succeeded in influencing service
quality. E-service improves service quality, meaning that it has an effect on improving
service quality on customer satisfaction. Service quality is able to function as a mediator to
deliver online orders to customer satisfaction. Online order delivery is implemented to
increase customer satisfaction so that service quality as an intervening variable is proven
to function to strengthen the effect of online delivery orders on customer satisfaction.
Service quality is able to function as a mediator or mediate the indirect effect of operational
performance on customer satisfaction.
Siti Maemunah - Personal Name
Yuliantini - Personal Name
Mudjiarjo - Personal Name
Laurentius Bagus Permana - Personal Name
Sri Rahardjo - Personal Name
Yuliantini - Personal Name
Mudjiarjo - Personal Name
Laurentius Bagus Permana - Personal Name
Sri Rahardjo - Personal Name
2776-5172
NONE
electronic file
English
STEBIS IGM
2023
Palembang
Jurnal Ilmiah Mahasiswa Perbankan Syariah (JIMPA) Vol. 3, No. 1 Maret 2023
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