The Effect of Goods Delivery Service Quality on Customer Satisfaction with Timeliness Variables as Mediation at SAPX in East Jakarta in 2023

Abstract

This study aims to determine the variable Quality of Goods Delivery Service (X) on Consumer Satisfaction (Y) with the variable Timeliness (Z) as mediation at SAPX. This research uses quantitative methods with non-probability sampling techniques. The sample data collection technique used a questionnaire and the data analysis technique used the SEM-PLS (Structural Equation Modeling-Partial Least Square) method with SmartPls 4.0 software on SAPX users then the questionnaire data used a Likert scale that had been tested for validity and reliability. The results of this study indicate that there is a significant and positive influence, namely the Quality of Goods Delivery Service has a significant effect on the Quality of Goods Delivery Service on Consumer Satisfaction, Quality of Goods Delivery Service on Timeliness, Timeliness on Consumer Satisfaction, Quality of Goods Delivery Service mediates on Consumer Satisfaction through Timeliness, Timeliness on Consumer Satisfaction through Quality of Goods Delivery Service.