Pengaruh Sistem Pelacakan Online dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan (Studi Kasus J&T Express Kota Baru Bekasi)

Abstract

This study aims to determine the effect of online tracking system and on-time delivery of goods on customer satisfaction. Data were collected through questionnaire distribution. The population in this study were customers of J&T Express of Kota Baru, Bekasi. The sample studied involved 70 respondents obtained by the Non Probability Sampling technique. This research uses quantitative research methods. Data calculation and analysis were carried out using the SPSS 25 program. The results of this study state that partially (t) the Online Tracking System (X1) has a positive and significant effect on Customer Satisfaction (Y), with a value of 6,018. On time delivery of goods (X2) has a positive and significant effect on customer satisfaction (Y), with a value of 9,162. The results of the F test (simultaneous) show that the Online Tracking System and On Time Delivery of Goods together have a positive and significant effect on Customer Satisfaction with a significance value of 0.000 <0.05. The test of determination (R2) shows that the Online Tracking System and On Time Delivery of Goods affect customer satisfaction by 79.3%, with the remaining 20.7% influenced by other variables not examined in this study.