THE EFFECT OF VEHICLE TRACKING SYSTEM IMPLEMENTATION AND SERVICE QUALITY ON CUSTOMER SATISFACTION OF GOODS DELIVERY SERVICES AT PT. KAMANJAYA TRANS LOGISTIK IN 2023

Aditya Jacobray Orno, Raihanda Risra, Aang Gunawan

Abstract


PT Kamanjaya Trans Logistic is a business-to-business (B2B) organization that concentrates on transportation and logistics services. This investigation aims to determine the correlation and influence of the vehicle monitoring system and service quality on customer contentment with PT Kamanjaya Trans Logistic's delivery services. Through questionnaires and observation, this investigation implemented quantitative methodologies. To determine a sample size of 50 participants, the researchers used a saturated sampling technique. This study employed a Likert scale with a range of 1 to 5 for the survey. This investigation employed the Structural Equation Model (SEM-PLS) for data analysis, and processed the data using the SmartPLS version 4 application. Assessing the relationship between latent variables identified in the research model is the primary objective of SEM-PLS, a statistical method.

Keywords


vehicle tracking system; service quality; customer satisfaction; freight forwarding services

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DOI: https://doi.org/10.25292/atlr.v7i0.671

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