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 Saaadah 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

Full Text:

PDF

References


Aminah, A., Rafani, Y., & Hariyani, H. (2017). ANALISIS PENGARUH FAKTOR KETEPATAN WAKTU PENGIRIMAN BARANG DAN KEPERCAYAAN PELANGGAN TERHADAP KEPUASAN PELANGGAN (Studi &. Jurnal

Progresif Manajemen &, 17(September), 4961. https://e-jurnal.stie- ibek.ac.id/index.php/JIPMB/article/view/230

Astuti, rifah D., Joga, J. B. T., & Kumalasari, D. (2016). PENGARUH KUALITAS PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN DI PT ARINDO JAYA MANDIRI SEMARANG Devi Kumalasari,

Rifah Dwi Astuti, Jozef Bambang Tri Joga Jurusan Administrasi Bisnis, Politeknik Negeri Semarang. Kualitas Pelayanan, Kepuasan Penumpang.

Cek Tarif Ekspedisi. ( downloaded on April 04, 2021).

Ekonomi.bisnis.com/read/20210506/98/1391369/periode-belanja-online-jt-express-transaksi-bisa-naik-40-persen (downloaded on April 05, 2021)

Hafizha, S., Abdurrahman, & Sri Nuryani, H. (2019). Pengaruh Kualitas Pelayanan, Ketepatan Waktu, Tarif Pengiriman, Dan Fasilitas Terhadap Kepuasan Pelanggan J&T Express. Jurnal Manajemen dan Bisnis, 2(1). https://doi.org/10.37673/jmb.v2i1.266

Kotler, P & Keller, L. K. (2013) Manajemen Pemasaran. Edisi 13 jilid 1. Jakarta: Erlangga Kotler, Armstrong. 2008. Prinsip-prinsip Manajemen Pemasaran Edisi 12. PT.Indeks.

JakartaKumparan.com/putrianggrainisilvia1/dampak-pandemi-covid-19-terhadap-bisnis-ekspedisi- 1uuHkuKk4qV (downloaded on April 19, 2021)

Nasional.tempo.co/read/1485581/tim-advokasi-tes-wawasan-kebangsaan-kpk-dipenuhi- pelanggaran-hukum (downloaded on April 19, 2021)

Nurlina, Milasari, & Indah, D. R. (2019). Pengaruh Kualitas Pelayanan , Harga dan Lokasi terhadap Keputusan Penggunaan Jasa Pengiriman Barang PT . Citra Van Titipan Kilat Kota Langsa. Jurnal Samudra Ekonomika, 3(1), 18.

Nurul, H. (2018). Analisis Kepuasan Konsumen Jasa Pengiriman Barang J&T Ekspress ditinjau dari Kualitas Pelayanan, Fasilitas, dan Harga. Article, 13.

RI, K. (2020). COVID-19 INDONESIA SITUATION UPDATE.

https://kemlu.go.id/osaka/en/news/5251/covid-19-indonesia-situation-update (downloaded on April 04, 2021)

Saputri, A. N. J., Aprini, V., & Sudrajat, A. (2019). Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Yang di Mediasi Oleh Kepuasan Pelanggan (J&T Express).

Jurnal Manajemen dan Akuntansi, 16, 110. https://ojs3.umc.ac.id/index.php/VL/article/view/1642

Ulhaq, M. D., Albayhaqi, R., & ... (2020). Customer Satisfaction of Pt. Jne Express Jakarta During Covid-19 Situation. Advances in &, 3, 220224. https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/270

Velavan, T. P., & Meyer, C. G. (2020). The COVID-19 epidemic. Tropical Medicine and International Health, 25(3), 278280. https://doi.org/10.1111/tmi.13383

www.cnbcindonesia.com/news/20210701110812-4-257362/jokowi-ppkm-darurat-berlaku- 3-20-juli-2021-untuk-jawa-bali (downloaded on April 03, 2021




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

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.