Prasadja Ricardianto Primary Author Indra Adhitya Kurniawan Additional Author Ikawati Ikawati Additional Author Tri Gutomo Additional Author Eduard Alfian Syamsa Sijabat Additional Author Anisa Mahadita Additional Author I Gusti Ngurah Agung Eka Teja Kusuma Additional Author Tateki Yoga Tursilarini Additional Author Sri Yuni Murtiwidayanti Additional Author ENDRI ENDRI Additional Author

The problems influencing the service quality of Lion Parcel Halim Perdana Kusuma Jakarta were that the delivery time needed to be by the delivery receipt and that there needed to be a complete list. This research aimed to know and analyze the service quality and the direct and indirect influence of delivery cost on customer satisfaction through timeliness. The population used in this research was the customers of Lion Parcel Halim Perdana Kusuma Jakarta, with a sample of as many as 139 respondents. The technique of data analysis used was Structural Equation Modelling with the approach of Partial Least Square. The key finding of this research was that customers considered the service quality of Lion Parcel could be better, making them dissatisfied with the quality of service delivered by Lion Parcel. Whereas the service quality and delivery cost directly influenced, timeliness and timeliness influenced customer satisfaction. It was also found that timeliness indirectly and significantly mediated the influence of service quality and delivery cost on customer satisfaction.