THE INFLUENCE OF TIMELINESS AND E-SERVQUAL ON CUSTOMER SATISFACTION WITH THE DELIVERY SERVICE PT. JALUR NUGRAHA EKAKURIR (JNE) EXPRESS (CASE STUDY OF JNE EXPRESS MINDI CUSTOMERS IN NORTH JAKARTA)

Putri Anggraini (Institut Ilmu Sosial dan Manajemen STIAMI)
Ai Netty Sumidartiny (Institut Ilmu Sosial dan Manajemen STIAMI)

JAMBIS : Jurnal Administrasi Bisnis
Vol 1, No 5: Oktober 2021

This study aims to determine and analyze the effect of timeliness and e-servqual on customersatisfaction with the delivery service of PT Lintas Nugraha Ekakurir (JNE) Express. The data usedwas primary data which was collected through the distribution of questionnaires with a Likertscale. The population in this study was 1,844,462 residents of North Jakarta. With accidentalsampling technique, a sample of 100 respondents was obtained from the population. This studyused a quantitative approach. Calculations and data analysis were performed using SPSS 28.0.The results showed that partially (t test) Punctuality (X1) has a significant effect on CustomerSatisfaction (Y) as evidenced by tcount> ttable (4.234 > 1.984) and the coefficient of determination(r2) of 43.5%. Partially (t test) E-Servqual (X2) has a significant effect on Customer Satisfaction(Y) as evidenced by tcount> ttable (8.743 > 1.984) and the coefficient of determination (r2) of 62.6%.Simultaneously (f test) Punctuality (X1) and E-Servqual (X2) have a significant effect on CustomerSatisfaction (Y) as evidenced by fcount> ftable (104.963 > 3.09) and the coefficient of determination(r2) of 68.4%.