EXPLORING THE IMPACT OF DELIVERY SPEED AND DAMAGED PACKAGES IN E-COMMERCE SHOPEE STANDARD EXPRESS SERVICES ON CUSTOMER SATISFACTION IN NORTH BEKASI-WEST JAVA

Chesa Amreza Amelia, Ahmad Syafei, Okin Ringan Purba, Veronica Veronica

Abstract


This research aims to improve the performance of Shopee Standard Express in running the delivery of goods to make sure its punctuality, as well as to find out the level of damaged packages that affect the customer satisfaction. This research used quantitative approach. The analysis methods used are the validity test, reliability test, multiple linear regression test, F test, T test, and determination coefficient R2 test. The research analysis technique is assisted by the SPSS application version 26 to analyse the results of data from the questionnaire that was distributed using online forms. The results of the T test show that Delivery Speed has a positive and significant effect on Customer Satisfaction. Damaged Packages have a negative and significant effect on Customer Satisfaction.


Keywords


Delivery Speed, Damaged Packages, Customer Satisfaction, Logistics, Express Delivery Service

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DOI: https://doi.org/10.25292/atlr.v5i0.539

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