Pengaruh Harga Dan Ketepatan Pengiriman Terhadap Kepuasan Pelanggan J&T Express Kalideres

The Effect of Price and Delivery Accuracy on J&T Express Kalideres Customer Satisfaction

Abstract

Customer satisfaction is one of the important factors that determine the success of delivery service companies in retaining customers amidst increasingly fierce competition. This study aims to analyze the effect of price and delivery accuracy on customer satisfaction at J&T Express Citra 7 Kalideres Branch. This study uses a quantitative method with a descriptive approach. Data were obtained by distributing questionnaires to 40 customers of J&T Express Citra 7 Kalideres Branch, then analyzed using multiple linear regression analysis. The results of the study indicate that partially price does not have a significant effect on customer satisfaction, while delivery accuracy has a significant effect on customer satisfaction. Simultaneously, price and delivery accuracy affect customer satisfaction. The research findings indicate that delivery accuracy is a more dominant factor in increasing customer satisfaction than price. Therefore, companies need to continue to improve delivery accuracy and service quality to maintain customer satisfaction and be able to increase company competitiveness.