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Reply from Dr. Muinah Fadhilah
2024.11.05 11:52:32
The research findings suggest that e-service quality and delivery timeliness are
critical for fostering customer satisfaction, which subsequently enhances customer
loyalty. For J&T, this implies that maintaining high service quality and reliable
delivery schedules should be top priorities. In competitive markets where
alternatives are abundant, the company must focus on responsive customer service,
ease of use of their digital platform, and assurance of safety in delivery.
Strategically, J&T could invest in technology to streamline tracking, improve real-
time updates, and maintain high standards in handling customer inquiries. These
enhancements would likely strengthen customer trust and encourage loyalty,
ensuring that J&T remains a preferred service provider despite the presence of
competitors.
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