THE IMPACT OF THE SPEED OF DELIVERY OF GOODS ON CUSTOMER SATISFACTION IN SICEPAT EKSPRES EXPEDITIONS IN INDONESIA

Abstract

The e-commerce business shows a fast-increasing trend. E-commerce requires the role of a logistics company to help ship goods and collect goods. This industry sector helps sellers and customers of online stores. Apart from having a large market, the growth of e-commerce is also supported by a large young population, increasing cellular penetration, and more substantial economic growth. One of the things that support the growth of e-commerce is the logistics and service industry. This study aims to analyze the quality of service and customer satisfaction of users of the SiCepat Ekspres expedition in Cibubur, especially students. The variable used in this study is the quality of service and the speed of delivery of goods by the expedition. This study uses 100 consumers of Sicepat Ekspres expeditionary services. From the results of the consumer satisfaction index, it can be concluded that the efficiency and service fulfillment variables. The results of this study contribute to the quality of SiCepat services for consumer satisfaction in Indonesia, especially students, so they can be used as input or consideration in developing future strategies.