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Reply from Dr. Muinah Fadhilah
2024.11.05 12:37:32
This research differs from previous studies by focusing specifically on the combined
influence of e-service quality and delivery timeliness on customer loyalty within
J&T^s delivery services, using customer satisfaction as a mediating factor. While past
studies may have investigated these variables independently or included additional
factors such as brand image or pricing, this research narrows down to examine how
these two specific aspects contribute to loyalty directly and indirectly through
satisfaction
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