EFFECT OF PRODUCT PACKAGING QUALITY AND DELIVERY TIME TO CUSTOMER SATISFACTION AND THE IMPLICATION ON CUSTOMER LOYALTY OF PT. SHOPEE INTERNATIONAL INDONESIA IN 2020

Agnes Vicky, Dinar Dewi Kania, Veronica Parhusip

Abstract


The purpose of this study is to analyze the impact of quality of product packaging and delivery time on customer satisfaction and its implications for customer loyalty at PT Shopee International Indonesia. The research method used in this research was descriptive quantitative, where the data was obtained by questionnaires and literature study. The research population was customers who make purchases at least 5-10 times per month at Shopee. The research sample was obtained by non-probability sampling with convenience sampling technique from 154 respondents as a sample of a total population of 250 people. The data analysis technique used in this research was Structural Equation Modeling (SEM). The results of this study show that the quality of product packaging (X1) and delivery time (X2) have a significant effect on customer satisfaction (Y) and customer loyalty (Z) either directly or indirectly. This is evidenced by the t-value (t-value) which is greater than or equal to the critical point (t-value 1.96).


Keywords


delivery time, customer satisfaction, e-commerce, customer loyalty

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References


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DOI: https://doi.org/10.25292/atlr.v4i0.368

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Advances in Transportation and Logistics Research

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Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

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