The Effect of E-Tracking, Logistics Service Quality and Complaint Handling on Customer Satisfaction (Case Study at JNE EXPRESS)

Prasadja Ricardianto, Purbanuara Parlindungan Sitorus, Wahyu Rachmat Nugroho, Iqbal Ardiansyah

Abstract


This study aims to determine and analyse the effect of E-Tracking, logistics service quality, and customer complaint handling, so as to see how satisfied customers are. This research uses a quantitative descriptive method by distributing questionnaires to respondents. The data taken were 100 respondents. This research uses the Partial Least Square (PLS) Structural Equation Model (SEM) path analysis method using SmartPLS software. Based on the results of the study, it can be concluded that E-Tracking, Logistics Service Quality and Complaint Handling have a great influence on Customer Satisfaction of JNE Express service users. However, it is not so significant because there is still complaint handling to improve and create trust in customers.

Keywords


E-Tracking, logistics service quality, complaint handling, customer satisfaction

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References


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DOI: https://doi.org/10.25292/atlr.v7i0.708

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Advances in Transportation and Logistics Research

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Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

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