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Service quality and timeliness: Empirical evidence on the parcel delivery service in Indonesia
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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.
Prasadja Ricardianto - Personal Name
Sri Yuni Murtiwidayanti - Personal Name
Tateki Yoga Tursilarini - Personal Name
I Gusti Ngurah Agung Eka Teja Kusuma - Personal Name
Anisa Mahadita - Personal Name
Eduard Alfian Syamsa Sijabat - Personal Name
Tri Gutomo - Personal Name
Ikawati Ikawati - Personal Name
Indra Adhitya Kurniawan - Personal Name
ENDRI ENDRI - Personal Name
Sri Yuni Murtiwidayanti - Personal Name
Tateki Yoga Tursilarini - Personal Name
I Gusti Ngurah Agung Eka Teja Kusuma - Personal Name
Anisa Mahadita - Personal Name
Eduard Alfian Syamsa Sijabat - Personal Name
Tri Gutomo - Personal Name
Ikawati Ikawati - Personal Name
Indra Adhitya Kurniawan - Personal Name
ENDRI ENDRI - Personal Name
NONE
electronic file
English
Growing Science
2023
Canada
Volume 11 Issue 4 pp. 1645-1656, 2023
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