THE EFFECT OF DELIVERY TIME AND PRICE ON CUSTOMER SATISFACTION OF COURIERS DURING THE COVID-19 PANDEMIC (Study Case of J&T Express Jakarta branch)

Siti Nur Saa’adah Yuniar, Anisa Martha Tilana, Mustikasari Mustikasari, Sulistya Pribadi

Abstract


During the COVID-19 pandemic, the government has implemented new policies to suppress the spread of the COVID-19 disease by restricting the movement of people. This has resulted in an increasing number of people using marketplaces to shop online for their daily needs. This study aims to measure the effect of timeliness and delivery prices on courier customer satisfaction by taking case studies of customers of PT. Global Jet Express (J&T Express) Jakarta Branch. This study used a quantitative approach based on a non-probability sampling technique involving 100 respondents. The data used in this study were primary and secondary. The analysis used in this study was SPSS version 25 multiple linear regression. The results show that timeliness has a positive and significant effect on customer satisfaction and shipping prices have a positive and significant effect on customer satisfaction.

Keywords


Delivery Time, Price, Customer Satisfaction

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References


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DOI: https://doi.org/10.25292/atlr.v4i0.377

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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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