PENGARUH KUALITAS PELAYANAN DAN KETEPATAN WAKTU PENGIRIMAN TERHADAP KEPUASAN PELANGGAN (STUDI PADA PELANGGAN J&T EXPRESS DI CIKARANG SELATAN)

Abstract

This study aims to analyze the extent to whichservice quality and delivery timeliness influencecustomer satisfaction among J&T Express customersin South Cikarang, both partially and simultaneously.The study was motivated by customer complaintsregarding inconsistent service quality and deliverydelays that have not fully met customer expectations.A quantitative approach with a survey method wasused. The population of this study was unknown, sinceJ&T Express does not publish specific customer datafor the region, so the sample size was calculated usingthe Lemeshow formula, resulting in 100 respondentsdetermined through purposive sampling. Data werecollected through a Likert-scale (1-5) questionnaireand analyzed using multiple linar regression with theassistance of IBM SPSS Statistics version 26,preceded by validity, reliability, and classicalassumption tests. The results show that all instrumentitems are valid and reliable. The regression analysisproduced the equation Y = 2.248 + 0.389X1 +0.355X2. The t-test results show that service qualityhas a positive and significant partial effect on customersatisfaction (t = 7.031; Sig. = 0.000 < 0.05), anddelivery timeliness also has a positive and significantpartial effect (t = 6.981; Sig. = 0.000 < 0.05). The F-test shows that both variables simultaneously have asignificant effect on customer satisfaction (F = 65.512;Sig. = 0.000 < 0.05). The Adjusted R Square value of0.566 indicates that service quality and deliverytimeliness jointly explain 56.6% of the variation incustomer satisfaction, while the remaining 43.4% isexplained by other factors outside the research model.