Effect of Punctuality of Delivery of Goods and Quality of Courier Services on Satisfaction of Customer at JNE Express in the Covid-19 Pandemic

Alfitra Salim, Denira Indri Dinidiastri, Charles AN, Muhammad Riza Affiat

Abstract


This research is quantitative research aims to find out the effect of Punctuality of Delivery of Goods and Quality of Courier Services on the  Satisfaction of Customer at JNE Express in the Covid-19 Pandemic. The population in this study was JNE Express service users and samples were taken as many as 100 respondents, with random sampling method. Data collection was done through the dissemination of questionnaires. The analysis technique used was simple regression analysis and multiple t and F tests with SPSS 25 software. The results of this study shows that The Timeliness of Delivery of Goods has a significant and positive effect on Customer Satisfaction. The Quality of Courier Service services has a significant and positive effect on Customer Satisfaction. The result of  F test between the two independent variables has a significant effect and has contributed to dependent variables

Keywords


Punctuality of delivery of goods, Quality of Courier Services, Satisfaction of Customer, JNE Express, Covid-19 Pandemic

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References


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DOI: https://doi.org/10.25292/atlr.v4i0.450

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Advances in Transportation and Logistics Research

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