Pengaruh Kualitas Pelayanan, Ketepatan Waktu Pengiriman Barang Terhadap Kepuasan Pelanggan

The Effect of Service Quality, Timeliness of Delivery of Goods on Customer Satisfaction

Abstract

This study aims to analyze the effect of service quality and delivery timeliness on customer satisfaction at PT J&T Kamal Kalideres, both partially and simultaneously. This research employed a quantitative approach with an associative method. Data were collected through questionnaires distributed to 96 PT J&T customers residing in the Kamal Kalideres area. The sample was selected using purposive sampling based on predetermined respondent criteria. The research instrument used a five-point Likert scale, and the data were analyzed using SPSS version 27 through validity, reliability, classical assumption, multiple linear regression, t-test, F-test, and coefficient of determination analyses. The results indicate that service quality has a positive and significant effect on customer satisfaction. Delivery timeliness also has a positive and significant effect on customer satisfaction. Simultaneously, service quality and delivery timeliness significantly affect customer satisfaction, as indicated by an F-value of 181.577 > 3.09 and a significance level of 0.000 < 0.05. The R Square value of 0.796 indicates that the two independent variables explain 79.6% of the variation in customer satisfaction, while the remaining 20.4% is explained by other factors outside the research model.