Pengaruh Kualitas Layanan E-Tracking, Ketepatan Waktu Pengiriman, Harga, Dan Fasilitas Web Terhadap Kepuasan Pelanggan Di Tengah Wabah Covid 19 ( Studi Kasus Pada Pengguna J&T Express Mayjen Panjaitan Kota Malang )

Abstract

Abstract

This study aims to determine the effect of e-tracking service quality, delivery timeliness, price and web facilities on customer satisfaction in the midst of the covid 19 outbreak (a case study of J&T Express user Mayjen Panjaitan Malang City). This research belongs to the type of explanatory research with a quantitative approach, which was conducted to examine the effect between variables. The population of this research are customers who have used the services of J&T Express Mayjen Panjaitan Malang City. From this population a sample will be determined using the formula method from Maholtra so that a sample of 95 samples is obtained. Data analysis in this study consisted of instrument testing, classical assumption test, multiple linear regression analysis, hypothesis testing, and coefficient of determination test. The results of this study state that partially (t) the quality of e-tracking services has no significant effect on customer satisfaction. While the time of delivery, price and facilities have a significant effect on customer satisfaction. The results of the f test show that there is a simultaneous effect between the variables of e-tracking service quality, delivery timeliness, price and web facilities on customer satisfaction in the midst of the COVID-19 outbreak on J&T Express users, Maj. Gen. Panjaitan, Malang City. Adjusted R Square determination test of 73% on the dependent variable, namely customer satisfaction can be explained by the variables of E-tracking service quality (X1), delivery time (X2), price (X3), and web facilities (X4) while 27% is explained by the variable -other variables outside the research model.

Keywords: customer satisfaction, e-tracking service, on time delivery, price, web facilities