THE INFLUENCE OF TIMELINESS AND E-SERVQUAL ON CUSTOMER SATISFACTION WITH THE DELIVERY SERVICE PT. JALUR NUGRAHA EKAKURIR (JNE) EXPRESS (CASE STUDY OF JNE EXPRESS MINDI CUSTOMERS IN NORTH JAKARTA)

Putri Anggraini, Ai Netty Sumidartiny

Abstract


This study aims to determine and analyze the effect of timeliness and e-servqual on customer
satisfaction with the delivery service of PT Lintas Nugraha Ekakurir (JNE) Express. The data used
was primary data which was collected through the distribution of questionnaires with a Likert
scale. The population in this study was 1,844,462 residents of North Jakarta. With accidental
sampling technique, a sample of 100 respondents was obtained from the population. This study
used a quantitative approach. Calculations and data analysis were performed using SPSS 28.0.
The results showed that partially (t test) Punctuality (X1) has a significant effect on Customer
Satisfaction (Y) as evidenced by tcount> ttable (4.234 > 1.984) and the coefficient of determination
(r2) of 43.5%. Partially (t test) E-Servqual (X2) has a significant effect on Customer Satisfaction
(Y) as evidenced by tcount> ttable (8.743 > 1.984) and the coefficient of determination (r2) of 62.6%.
Simultaneously (f test) Punctuality (X1) and E-Servqual (X2) have a significant effect on Customer
Satisfaction (Y) as evidenced by fcount> ftable (104.963 > 3.09) and the coefficient of determination
(r2) of 68.4%.

Keywords


Customer satisfaction, Timeliness, E-servqual

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DOI: https://doi.org/10.31334/jambis.v1i5.2320

DOI (PDF): https://doi.org/10.31334/jambis.v1i5.2320.g1029

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