ANALYSIS OF SERVICE QUALITY AND DELIVERY TIMELINESS ON SHOPEE EXPRESS CUSTOMER SATISFACTION IN ROROTAN YEAR 2023

Abstract

This research is about service quality, punctuality of delivery affects customer satisfactionn. The purpose of the? study was to determine the influence of the dependent variable on the independent variable. This research method uses quantitative with purposive sample techniques to obtain respondents and random sampling. The respondents in this study were 100 respondents. The analysis test tool used is Smart PLS 4 with SEM analysis method. The results of this study obtained positive and significant results. The variables of service quality and timeliness of delivery have a positive effect on customer satisfaction, it can be concluded that service quality and service timeliness have a positive effect because at the time of the hypothesis test it can be known that? the T-test ?value? and P value show positive.? Then? (Ho) refuse (Ha) is accepted, which confirms the positive relationship of service quality and punctuality of delivery to customer satisfaction.