THE EFFECT OF PUNCTUALITY AND SECURITY OF GOODS ON CUSTOMER SATISFACTION WITH SICEPAT DELIVERY SERVICE (CASE STUDY OF SICEPAT CUSTOMERS IN BEKASI DURING THE COVID-19 PANDEMIC)

Ayesha Luthfiyah Nuradyani, Soy Batul Aslamiyah, Irwan Chairuddin, Riza Lestari

Abstract


The expedition company discussed in this study is SiCepat delivery service. The purpose of this research is to determine the effect of punctuality and safety of goods on customer satisfaction either partially or simultaneously, especially during the COVID-19 pandemic. The population in this study was the customers of SiCepat expedition service. This study used the non-probability sampling method with a purposive sampling technique. Data was collected by distributing questionnaires to 120 respondents in Bekasi area. This study used descriptive quantitative methods using statistical tools. The results after the T-test are partially punctual and goods safety has a significant impact on customer satisfaction. Simultaneously, SiCepat customer satisfaction is influenced by the punctuality of delivery and the safety of goods.


Keywords


punctuality, safety of goods, satisfaction and SiCepat delivery service

Full Text:

PDF

References


Apriyani, Dwi Aliyyah, and Sunarti. 2017. “Survei Pada Konsumen The Little A Coffee Shop Sidoarjo.” Jurnal Administrasi Bisnis (JAB) 51(2):1–7.

Ernawatiningsih, Ni Putu Lisa. 2019. “Analisis Determinan Minat Mahasiswa Akuntansi Dalam Berwirausaha.” Jurnal Ilmiah Manajemen Dan Bisnis 4(1):34.

Geraldine, Yemima Marvell, and Ari Susanti. n.d. “PENGARUH MEREK, KUALITAS PRODUK, MEDIA SOSIAL DAN HARGA TERHADAP MINAT BELI KONSUMEN PADA PRODUK BRAND WARDAH.” 1–12.

Hafizha, Salma, Abdurrahman, and Hanifa Sri Nuryani. 2019. “Pengaruh Kualitas Pelayanan, Ketepatan Waktu, Tarif Pengiriman, Dan Fasilitas Terhadap Kepuasan Pelanggan J&T Express.” Jurnal Manajemen Dan Bisnis 2(1).

Khoirista, Afrinda, Edy Yulianto, and M. Kholid Mawardi. 2015. “PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Survey Pada Pelanggan Fedex Express Surabaya).” Jurnal Administrasi Bisnis S1 Universitas Brawijaya 25(2):86174.

Mardikawati, Woro. 2013. “PENGARUH NILAI PELANGGAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN, MELALUI KEPUASAN PELANGGAN PADA PELANGGAN BUS EFISIENSI (Studi PO Efisiensi Jurusan Yogyakarta-Cilacap).” Jurnal Administrasi Bisnis 2(1):64–75.

Mauludiyahwati, Septi. 2017. “PENGARUH KEPERCAYAAN, KEAMANAN, KUALITAS PELAYANAN DAN PERSEPSI RISIKO MENGGUNAKAN E-COMMERCE TERHADAP KEPUTUSAN PEMBELIAN ONLINE (Survei Pada Konsumen Www.Lazada.Co.Id).” Journal of Chemical Information and Modeling 21(2):1689–99.

Muhammad Irham Farohi. 2017. “( Studi Pada Buyer Toko Online Lazada . Co . Id Di Kota Semarang ).”

Pangudi, Yoga Hayyu Haqieqie, and Tri Yuniati. 2018. “Analisis Ketepatan Waktu, Pelayanan, Dan Keamanan Barang Terhadap Kepuasan Konsumen PT. Temas Line Surabaya.” Jurnal Ilmu Dan Riset Manajemen 7(7).

Sari, Indria Puspita. 2017. “Pengaruh Faktor Budaya, Sosial, Pribadi Dan Psikologi Terhadap Keputusan Membeli Di Indomaret.” Jurnal Manajemen Dan Bisnis 17(1):28–48.

Sugiyono. 2017. “Metode Penelitian Pendidikan:(Pendekatan Kuantitatif, Kualitatif Dan R & D).”

Viando, Artho. 2020. “BPS: 82 Persen Pendapatan Perusahaan Merosot Di Era Covid-19.” Cnnindonesia.Com. Retrieved July 31, 2020 (https://www.cnnindonesia.com/ekonomi/20201007131253-92-555422/bps-82-persen-pendapatan-perusahaan-merosot-di-era-covid-19).




DOI: https://doi.org/10.25292/atlr.v4i0.459

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.