Influence of Online Tracking and Timeliness on Customer Trust in Delivery Services with Mediating Customer Satisfaction

Edhie Budi Setiawan, Erny Sulistyaningsih, Lukmanur Hakim, Rivaldy Brian Ibrahim

Abstract


J&T Express is a company operating in the field of goods delivery services which is still relatively new in Indonesia. Electronic services or e-services are services that are provided via the internet, an innovation carried out by service companies such as J&T Express and online business players, namely by providing online goods tracking services (web trace and tracking). The data taken from this research were 160 samples using the Structural Equation Model (SEM) calculation method. The results of this research show that e-tracking has a positive influence on customer satisfaction, and e-tracking has an insignificant direct influence on customer trust, e-tracking has a significant indirect influence on customer trust. The variable on-time delivery has a significant direct influence on customer satisfaction and is significant on customer trust.

Keywords


E-Tracking; Timeliness; Customer Satisfaction; Customer Trust

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DOI: https://doi.org/10.25292/atlr.v6i0.644

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Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.