E-Service Quality, Delivery Timeliness, Customer Loyalty and Customer Satisfaction among J&T Service Users in Medan City
Muinah Fadhilah (a*), Monica Marsinta Br Situmorang (a), Henny Welsa (a), Ambar Lukitaningsih (a)

a) Universitas Sarjanawiyata Tamansiswa
Jl. Kusumanegara No. 157 Yogyakarta 55165
*muinahfadhilah[at]ustjogja.ac.id

Abstract

The study 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 Medan City. Using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) approach, data collected from 236 respondents and analyzed 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.

Keywords: customer loyalty, customer satisfaction, delivery timeliness, e-service quality, J&T

Topic: Economics