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All Journal International Journal of Tourism and Hospitality in Asia Pasific
Joon Weng Leong
Universiti Sains Malaysia
Humanities

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Factors Affecting Customer Satisfaction at J&T Express in Malaysia Liem Gai Sin; Joon Weng Leong; Shu Jie Lee; Wei Keat Lee; Zhi Qing Lee
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 3 (2022): October 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v5i3.1878

Abstract

This JT Express is a courier company in Southeast Asia that emphasizes customer-oriented service and efficiency. Many shopping platforms such as Lazada, Shopee, Tiktok, and others have chosen JT Express as one of their logistic partners. This research provides consumers' evaluation of every detail of JT Express' operations and how the company improves and maintains those evaluations. The research examines how customer satisfaction is influenced by price, convenience, service quality, and safety. We applied SPSS to test hypotheses with a sample size of 150 customers. The online survey was carried out through Google Forms. The findings revealed that customer satisfaction was strongly influenced by service quality, safety, and price when using JT Express. Keywords: Convenience, Customer Satisfaction, JT Express, Price, Safety, Service Quality.
Co-Authors Liem Gai Sin Shu Jie Lee Wei Keat Lee Zhi Qing Lee