Pengaruh Ketepatan Waktu Pengiriman dan Kualitas Pelayanan terhadap Kepuasan Pelanggan di Toko Candice Jeans

Abstract

This background arised from a decline in customer satisfaction when purchasing finished goods at Candice Jeans Store, caused by delivery time accuracy and service quality issues. This study aimed to determine the extent to which delivery timeliness and service quality influence customer satisfaction. The research method used is quantitative with a descriptive approach. The population consisted of Candice Jeans Store customers. The sample size is 103 respondents, selected used simple random sampling. Data analysis was conducted using multiple regression models, t-tests, F-tests, and coefficient of determination (R²) tests. The results of the study indicated that both partially and simultaneously, the variables of Delivery Timeliness and Service Quality significantly influence Customer Satisfaction. This is evidenced by the F-test results, which have a significance value of <0.001 < 0.05. The t-test results for the Delivery Time Accuracy variable were 0.004, and for the Service Quality variable were <0.001, which is smaller than 0.05. Based on these t-test results, it can be concluded that all variables, namely Delivery Time Accuracy and Service Quality, influence Customer Satisfaction. The coefficient of determination (R²) for Customer Satisfaction at Candice Jeans Store is influenced by the variables of Delivery Time Accuracy and Service Quality by 0.692 or (69.2%), while the remaining 30.8% is influenced by other variables outside the scope of this study.

Keywords: Delivery Timeliness; Service Quality; Customer Satisfaction;