The Effect of Electronic Service Quality on Customer Satisfaction: Case of Logistics Service

Abstract

Good electronic service quality is essential in logistics and expedition services like J&T Express, so the customer will get accurate information quickly. When the company satisfies its customers, it will get profit in return. However, complaints from J&T Express customers regarding the package arrival did not match the estimated time, the tracking system needed to be updated, and it needed to be more accurate. While the customer expects the package's arrival to match the estimated time, no errors occur for tracking to be done accurately. Through these findings, research was conducted to determine the effect of electronic service quality on J&T Express customer satisfaction in Bandung, Indonesia. The research uses descriptive quantitative, questionnaire as the tool. Non-probability sampling with purposive sampling method was used on 194 respondents. The respondents were customers in Bandung, aged 18 to 35 years. The analytical method used is descriptive analysis, classical assumption, coefficient of correlation and determination, simple regression analysis, and hypothesis test. The results show electronic service quality positively and significantly influences J&T Express customer satisfaction in Bandung. When the electronic service quality increases, so does customer satisfaction. Thus, improving the electronic service quality is possible to increase J&T Express's customer satisfaction in Bandung.