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THE EFFECT OF ON-TIME DELIVERY AND SERVICE QUALITY ON CUSTOMER SATISFACTION IN ORDER TO INCREASE CUSTOMER LOYALTY J&T EXPRESS EAST JAKARTA
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In this era, the transportation industry, especially the delivery of goods, is experiencing rapid
growth, so there are many goods delivery services available. This is a problem for service
providers because of the increasingly fierce business competition. One strategy to improve
competitiveness is to offer customized services based on a deep understanding of customer
needs and preferences. This research focuses on the importance of on-time delivery and service
quality at PT J&T Express East Jakarta to create customer satisfaction and thus build customer
loyalty. The results showed that customer satisfaction indirectly affects timeliness and customer
loyalty. Furthermore, customer satisfaction also indirectly affects service quality and customer
loyalty. And it is concluded that punctuality directly affects customer loyalty, and service quality
directly affects consumer loyalty. This research uses a quantitative-descriptive approach and
primary data collection through the distribution of questionnaires to 100 respondents. The
validity of the data was analyzed using SMARTPLS 4.0 software.
Yuwono D. Sucipto - Personal Name
Alit Sodikin - Personal Name
Muhammad Arif Wicaksono - Personal Name
Fayza Putri Hardiarto - Personal Name
Alit Sodikin - Personal Name
Muhammad Arif Wicaksono - Personal Name
Fayza Putri Hardiarto - Personal Name
NONE
electronic file
English
ITL Trisakti
Jakarta
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