THE EFFECT OF LAST-MILE DELIVERY AND E-COMMERCE (B2C) LOGISTICS SERVICES ON MEETING CUSTOMER NEEDS AND SATISFACTION DURING THE PANDEMIC

Abstract

The Indonesian Government implemented a Large-Scale Social Restrictions (PSBB) policy during the COVID-19 Pandemic. This restriction aims to suppress the spread of the Coronavirus in Indonesia. With this restriction, people are not free to carry out activities and travel to other areas. The formulation and purpose of the research in this thesis are to find logistics and e-commerce services to meet the community's needs. The method used in this study was descriptive quantitative, where the sample used was 91 people with a random sampling technique. The type of data used was primary and secondary data, where under data was obtained from questionnaires while secondary was both from company data, journals and books. Data analysis techniques used in this study were simple and multiple Likert scale weighting, descriptive statistics, regression analysis, correlation coefficient analysis, determination coefficient analysis, and hypothesis testing. Based on the analysis and discussion results, both for statistical services on the custodian of community needs and e-commerce on the community's concerns, each has a positive and significant influence.