Pengaruh Ketepatan Waktu Pengiriman dan Fasilitas Tracking System Terhadap Kepuasan Pelanggan J&T Express
Abstract
Abstract.
This study aims to analyze the effect of delivery timeliness and tracking system facilities on customer
satisfaction with J&T Express. The sample in this study consists of J&T Express customers in Mutiara
Gading City. This study used a quantitative approach, with a sample size of 100 people selected using nonprobability sampling techniques. Data processing was conducted using IBM SPSS version 30.0.0.0. The
results of this study indicated that delivery timeliness has a positive and significant effect on customer
satisfaction, with a value of 4.910. The tracking system facility has a positive and significant effect on
customer satisfaction, with a value of 5.015. The simultaneous test results showed that delivery timeliness
and tracking system facilities together have a positive and significant effect on customer satisfaction with
a significance value <0.001 less than 0.05. The magnitude of the effect of delivery timeliness is 55.4%, tracking
system facilities 55.8%, and simultaneously 64.6%.
Keywords: Delivery Timeliness, Tracking System Facilities, Customer Satisfaction
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