The Role of Timeliness in Improving Customer Satisfaction, Customer Loyalty of PT. JNE

Abstract

Purpose: The cause of this research is to determine the effect of timeliness on customer satisfaction and customer loyalty. Design/methodology/approach : This research exercises explanatory type under a quantitative approach. Data collection techniques in this study were done by time series techniques. The data analysis technique used is Structural Equation Model (SEM) with the Smart Partial Least Square (PLS) tool. Findings: The results of this study indicate that punctuality has a large direct impact on Customer Satisfaction and Customer Loyalty. The results of this study also indicate that customer satisfaction has a good impact on customer loyalty. Practical implications : Incentivize business in the field of transportation operators Originality/value: This paper is original. Paper type : Research paper

Keywords

• Timelines
• Customer Satisfaction
• Customer Loyalty