THE EFFECT OF E-TRACKING AND TIMELINESS OF DELIVERY TOWARDS CUSTOMER SATISFACTION ON PT SICEPAT EKSPRES CILINCING DURING THE COVID-19 PANDEMIC

Abdul Adam Arroffi, Chifika Zulha Melati, Yulianti Keke, Veronica Veronica

Abstract


The COVID-19 pandemic has had a major impact on every field of companies in Indonesia, one of which is e-commerce and expedition services. With the increasing number of online transactions, demand for SiCepat Express expedition services in 2020 also increased by 194% compared to previous years. However, there are several problems faced by users who often transact online using shipping services. Among them are the estimated delivery time, the position of the goods at the time of delivery, to the accuracy of the goods in the delivery process. Given these factors, the provision of E-tracking services and the estimated time of the SiCepat Express delivery process are considered as indicators that can affect customer satisfaction. This study uses a quantitative approach with sample data of 102 respondents obtained. Through the stages of validity tests, reliability tests, multiple linear regression tests, T-tests, and F tests, it is shown that SiCepat Express services are increasing because the level of accuracy of e-tracking data and the exact time of the estimated delivery process affect customer satisfaction.

Keywords


E-Tracking, Timelines of Delivery, Customer Satisfaction

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DOI: https://doi.org/10.25292/atlr.v4i0.411

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