THE EFFECT OF PROMOTION AND DELIVERY TIMELINESS ON COSTUMER SATISFACTION PT. SHOPEE EXPRESS

Abstract

Amid the proliferation of online shopping habits, every e-commerce company is competing with each other to get as many user customers as possible. Companies try various strategies in order to attract customers such as promotions and timeliness which are expected to increase customer satisfaction. Promotion and timeliness of delivery greatly affect the credibility of the special goods delivery company from Shopee known as Shopee Express to meet customer satisfaction. This study aims to empirically analyze the effect of promotion and timeliness on customer satisfaction at Shopee Express in Indonesia. This research method uses a quantitative descriptive method with the analytical tool used is SEM-PLS (Structural Equation Model-Partial Least Square) Smart PLS 4.0 software with 120 respondents specifically in the East Jakarta area who were taken using purposive sampling to answer the hypothesis. Data collection using questionnaires for online customer distribution The results of this study indicate that promotion and timeliness of delivery have a significant influence on customer satisfaction, as evidenced by the results of the Discriminant Validity test, Direct Effect test, Indirect Effect test and Goodness of Fit Test which show that variables X1 and X2 have a significant effect because the test results prove their influence on variable Y..