Analisis Faktor-Faktor yang Mempengaruhi Keputusan Pelanggan dalam Memilih Jasa Pengiriman Barang (Studi Kasus pada Rentang Umur 17-21 Tahun)
DOI:
https://doi.org/10.31004/jutin.v8i2.43869Keywords:
Customer Loyalty, Delivery Service, E-commerce, Linear Regression, Selection FactorsAbstract
The increasing number of online and e-commerce stores and consumer demand shows that delivery services are in high demand. Factors such as affordability, accessibility, speed of delivery, ease of tracking, and service quality influence the selection of delivery services. This study aims to explore the factors that influence consumers' decision to choose a delivery service, including existing factors (price, speed, and service) as well as new factors. In addition, this study also examines the effect of customer loyalty on the performance of delivery service companies. This study used linear regression on a sample of 35 teenage respondents aged 17-21 who had used delivery services. The results show that teenagers are very concerned about various factors in choosing a delivery service, and these factors affect customer loyalty.References
Fitriani Fadilah, T., Irwan Padli Nasution, M., Ekonomi dan Bisnis Islam, F., & Manajemen, P. (2023). Pengelolaan Logistik Dan Pengiriman Dalam Pasar Online Dan E-Commerce. Surplus : Jurnal Ekonomi Dan Bisnis, 2(1), 45–51.
Fortuna, I., Widodo, J., & Wahyuni, S. (2020). PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA JASA PENGIRIMAN J&T EXPRESS CABANG LUMAJANG (Studi Kasus pada J&T Express Jalan Veteran Ruko Royal Regency No. R-7 Lumajang). JURNAL PENDIDIKAN EKONOMI: Jurnal Ilmiah Ilmu Pendidikan, Ilmu Ekonomi Dan Ilmu Sosial, 14(2), 290–293. https://doi.org/10.19184/jpe.v14i2.15791
Indah, D.R, Nurlina, M. (2019). The Influence of Service Quality, Price and Location on Decisions to Use Freight Forwarding Services PT. Image of Van Express Langsa City. Ocean Economics Journal, 3(1), 1–8.
Khusnia, R. (2020). Pengaruh Kualitas Produk, Lifestyle, Dan Atmosfer Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening (Studi Kasus Pada Pelanggan My Kopi-O Indonesian Bistro Kota Malang). E-Jurnal Riset Manajemen, 157–170.
Mardikaningsih, R. (2021). Pencapaian Kepuasan Pelanggan Pada Jasa Pengiriman Barang Melalui Harga, Ekuitas Merek, Dan Kualitas Pelayanan. Jurnal Baruna Horizon, 4(1), 64–73. https://doi.org/10.52310/jbhorizon.v4i1.58
Nugroho, A., & Magnadi, R. H. (2018). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Jasa Pengiriman Lazada Express Saat Harbolnas Di E-Commerce. Diponegoro Journal of Management, 7(4), 1–11. http://ejournal-s1.undip.ac.id/index.php/dbr
RAMADHAN, M. D. (2021). ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS KONSUMEN PADA PENGGUNA SICEPAT EKSPRES DI JAKARTA. UNIVERSITAS NEGERI JAKARTA.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Rafifa Zahra Kinanti, Purnawan Purnawan
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
