<![CDATA[This study aims to analyze the impact of service qualityas measured by five dimensions: physical evidence, process control, responsiveness, assurance, and empathy as well as on-time delivery on customer satisfaction at the JNE Express Purwakarta Branch. The background of this study is based on the high number of customer complaints regarding delivery delays and discrepancies between system update information and actual delivery status in 2025. This study employs a quantitative approach, relying on primary data obtained through the distribution of questionnaires. Sampling was conducted using a non-probability sampling technique with an incidental method, resulting in a sample size of 100 respondents from the population of customers who made direct offline transactions. Data analysis was performed using Partial Least Squares (PLS)-based Structural Equation Modeling (SEM) with SmartPLS version 4.0 software. The results of the measurement model evaluation (outer model) confirmed that all indicators met the criteria for convergent and discriminant validity, with factor loadings above 0.70 and an Average Variance Extracted (AVE) exceeding the minimum threshold of 0.50 for each latent construct. Furthermore, the results of hypothesis testing using the bootstrapping method showed that service quality—measured across several aspects such as physical evidence, reliability, responsiveness, assurance, and empathy, as well as on-time delivery—significantly influences customer satisfaction, with t-statistic values reaching the critical threshold of 1.96.]]>
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