THE EFFECT OF ON-TIME DELIVERY AND SERVICE QUALITY ON CUSTOMER SATISFACTION IN ORDER TO INCREASE CUSTOMER LOYALTY J&T EXPRESS EAST JAKARTA

Abstract

In this era, the transportation industry, especially the delivery of goods, is experiencing rapid growth, so there are many goods delivery services available. This is a problem for service providers because of the increasingly fierce business competition. One strategy to improve competitiveness is to offer customized services based on a deep understanding of customer needs and preferences. This research focuses on the importance of on-time delivery and service quality at PT J&T Express East Jakarta to create customer satisfaction and thus build customer loyalty. The results showed that customer satisfaction indirectly affects timeliness and customer loyalty. Furthermore, customer satisfaction also indirectly affects service quality and customer loyalty. And it is concluded that punctuality directly affects customer loyalty, and service quality directly affects consumer loyalty. This research uses a quantitative-descriptive approach and primary data collection through the distribution of questionnaires to 100 respondents. The validity of the data was analyzed using SMARTPLS 4.0 software.