Article Per Year (5 Year)
p-Index From 2021 - 2026
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All Journal International Journal of Economics, Business and Innovation Research
Iqbal Yuniarko
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Impact Of Service Quality And Timeliness On Customer Loyalty In The Goods Delivery Service At J&T Express Sawahan Branch – Surabaya Iqbal Yuniarko; Damajanti Sri Lestari; Liling Listyawati; Priyanto, Priyanto
International Journal of Economics, Business and Innovation Research Vol. 4 No. 01 (2025): International Journal of Economics, Business and Innovation Research( IJEBIR)
Publisher : Cita konsultindo

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Abstract

This study investigates the impact of service quality and timeliness on customer loyalty in the context of J&T Express services in Surabaya. Employing a quantitative approach and survey method, data were collected from 96 respondents through electronically distributed questionnaires. The analysis included validity and reliability tests, linear regression analysis, and hypothesis testing using t-tests and F-tests. The findings indicate a significant positive influence of service quality and timeliness on customer loyalty. Specifically, service quality was found to play a crucial role in enhancing customer satisfaction, which in turn fosters loyalty. Additionally, the research underscores the need for J&T Express to improve service responsiveness and delivery accuracy to retain existing customers and attract new ones. This study contributes to understanding consumer behaviour in the logistics industry and provides actionable insights for improving service quality in similar service organisations.
Co-Authors Damajanti Sri Lestari Liling Listyawati Priyanto Priyanto