Implementation Of Service Quality With Increased Time To Increase Customer Satisfaction On Shopee Express

Monica Sandra Putri, Badius Sya’ban, Devi Marlita, Rehani Fitrina

Abstract


Shopee Express is one of the services (features) on the Shopee application that uses motorbikes and cars to deliver goods that have been ordered by customers from one place to another. The low level of customer satisfaction with Shopee Express delivery service is the issue brought up, and it presents a challenge for the business to draw in and keep clients in the cutthroat e- commerce sector. This study aims to find out how Service Quality and Delivery Time affect the level of Customer Satisfaction. The method used for this study is non-probability sampling using the purposive sampling technique. The data of this study is customers who have used or are using the Shopee Express expedition service in the DKI Jakarta area by distributing questionnaires to 103 respondents who were analyzed using the SPSS 29 application. The results of this study show that service quality has a positive and significant effect on customer satisfaction level as well as punctuality has a positive and significant influence on customer satisfaction.

Keywords


Service Quality; Delivery Time; Customer Satisfaction; Shopee Express; E- Commerce Logistics

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DOI: https://doi.org/10.25292/atlr.v8i0.749

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