Delivery Timeliness And Service Responsiveness As Determinants Of Customer Satisfaction

Abstract

The changing times, marked by technological advancements, have brought about various positive impacts across many aspects of life. The faster technology advances, the greater the convenience people experience in carrying out their daily activities, including in e-commerce. The growth of e-commerce in the digital era has had a significant impact on various industrial sectors, particularly transportation and logistics services. As online efficiency increases, the need for effective and efficient transportation and logistics services also rises to ensure fast and timely delivery of goods.  This has fueled increasingly competitive competition within the delivery services industry, one of which is J&T Express. However, at the J&T Express Betoambari branch, complaints regarding delivery delays, difficulties contacting couriers, and some packages being held up for 5 to 10 days are still being reported. Some customers have also chosen to visit the J&T Express Betoambari branch in person because they feel that package delivery by couriers takes too long. This situation indicates issues with delivery timeliness and service responsiveness that can impact customer satisfaction. The purpose of this study is to determine the relationship between the variables Delivery timeliness (X1) and Service Responsiveness (X2) and Customer Satisfaction (Y). This study employs a quantitative approach using an associative-causal quantitative research design, with a sample size of 70 respondents.  The results indicate that Delivery Timeliness (X1) has a significant and positive effect on Customer Satisfaction (Y), Service Responsiveness (X2) has a significant and positive effect on Customer Satisfaction (Y), and Delivery Timeliness (X1) and Service Responsiveness (X2) simultaneously have a significant effect on Customer Satisfaction (Y).