THE INFLUENCE OF THE DELIVERY GOODS SAFETY AND THE TIMELINESS OF DELIVERY ON CUSTOMER SATISFACTION LEVEL ON PT GLOBAL JET EXPRESS (J&T EXPRESS) DURING THE COVID-19 PANDEMIC

Nida Nusaibah Syahnur, Wika Apriyani, Dian Anom Baskoro, Otto Sugiharto Prakoso

Abstract


This research aims to examine the influence of the delivery goods safety and the timeliness of delivery on customer satisfaction at PT Global Jet Express (J&T Express). To achieve that purpose, fifty respondents became the sample of this study, taken using the purposive sampling technique. The data were obtained from  questionnaires, then analyzed by utilizing multiple linear regression analysis with the help of the SPSS calculation tool 25 version, The findings show that, based on the t-test, it was known that the delivery goods safety significantly affects customer satisfaction, and the timeliness of delivery has a significant influence on customer satisfaction. In addition,  f-test results reveal that customer satisfaction, the safety of delivering goods, and timeliness of delivery, simultaneously significantly influence customer satisfaction at PT Global Jet Express (J&T Express).


Keywords


The delivery goods safety, the timeliness of delivery, customer satisfaction.

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References


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DOI: https://doi.org/10.25292/atlr.v4i0.423

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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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