THE INFLUENCE OF SERVICE QUALITY, DISTRIBUTION FACILITIES, AND CUSTOMER PERSPECTIVE ON CUSTOMER SATISFACTION AT PT GLOBAL JET EXPRESS (J&T EXPRESS) IN NORTH JAKARTA

Abu Hura Hurairah, Gilang Firgiawan Aditama, Sri yani Handayani, Erni Pratiwi perwitasari

Abstract


The rise of e-commerce makes people use delivery service almost daily.  There are several factors that affect customers in choosing the delivery service that meets customers satisfaction. The purpose of this study was to find out the influence of quality of service, distribution facilities, and customer perspectives on customer satisfaction at PT Global Jet Express (J&T Express) in North Jakarta. The study used quantitative approach and the data was collected from online survey or online questionnaire to the customers of the Global Jet Express (J&T Express). Data analysis techniques used were descriptive and inferential analysis with the multiple linear regressions by statistical software of SPSS 26. The conclusions of this study showed that the quality of service, distribution facilities, and customer perspectives have a positive and significant effect on customer satisfaction. The research model obtained r square of 66.7% which means that the independent variables can explain the dependent variable of 66,7% while the remaining 33.3% is explained by other variables not examined in the study.

 

 


Keywords


quality of service, distribution facilities, customer perspective, customer satisfaction

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DOI: https://doi.org/10.25292/atlr.v4i0.445

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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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