THE EFFECT OF SERVICE QUALITY AND DELIVERY ACCURACY IN FACING HIGH SEASON ON CUSTOMER SATISFICATION AT LION PARCEL DURING PANDEMIC

Meliyanih Meliyanih, Annisa Rachmawati, Hanif Bambang Sunaryo, Ira Rachman

Abstract


The Covid-19 pandemic has had a significant impact on freight forwarding services. It happened due to the increasing behavior of people who shop through the marketplace. Lion Parcel is a freight forwarding service that offers the cheapest shipping prices compared to other shipping services. This study used quantitative research method to determine the effect of service quality and delivery accuracy in facing high season on customer satisfaction at Lion Parcel during pandemic. The population in this study is 138 respondents who use Lion Parcel's freight forwarding services and the data is computed by using the saturated sampling method. The result of this study indicates that there is a positive influence between the independent variable and the dependent variable.


Keywords


Service, Delivery Accuracy, High Season, Customer Satisfaction, Delivery Service, Covid-19 Pandemic.

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DOI: https://doi.org/10.25292/atlr.v4i0.457

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Advances in Transportation and Logistics Research

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