E-Service Quality, Delivery Timeliness, Customer Loyalty and Customer Satisfaction among J&T Service Users in Mebidangro Metropolitan Area

DOI

10.2991/978-2-38476-366-5_15How to use a DOI?

Keywords

customer satisfaction; customer loyalty; delivery timeliness; e-service quality; J&T

Abstract

This research aims to examine the impact of e-service quality and delivery timeliness on customer loyalty, with customer satisfaction as a mediating variable. The study was conducted with J&T service users in the Mebidangro Metropolitan Area, a fast-growing logistics hub in Sumatera Island. Using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) approach, data collected from 236 respondents and analyzed to test the relationships among the variables using SmartPLS software. The findings show that both e-service quality and delivery timeliness significantly influence customer loyalty, and this effect is mediated by customer satisfaction. Specifically, improvements in e-service quality, such as ease of use and website responsiveness, lead to higher customer satisfaction, which in turn enhances loyalty. Similarly, timely deliveries foster customer trust, increasing satisfaction and, consequently, loyalty. These results suggest that J&T should prioritize both digital platform improvements and logistical efficiencies to boost customer retention. The study confirms previous research findings on the importance of service quality and customer satisfaction in building long-term loyalty.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

TY  - CONF
AU  - Monica Marsinta Situmorang
AU  - Muinah Fadhilah
AU  - Henny Welsa
AU  - Ambar Lukitaningsih
PY  - 2025
DA  - 2025/02/28
TI  - E-Service Quality, Delivery Timeliness, Customer Loyalty and Customer Satisfaction among J&T Service Users in Mebidangro Metropolitan Area
BT  - Proceedings of the 1st International Conference on Social Environment Diversity (ICOSEND 2024)
PB  - Atlantis Press
SP  - 157
EP  - 166
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-366-5_15
DO  - 10.2991/978-2-38476-366-5_15
ID  - Situmorang2025
ER  -