ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN DALAM LAYANAN LOGISTIK ONLINE

Abstrak

The purposes of this study is to determine the factors that affect customer satisfaction in online
logistics services at Indonesia. In this research this study aims to identify the elements that the
happiness of Indonesian customers with online logistics services is affected by the factors of this. A
quantitative approach using associative approaches is used in this investigation. The information
is based on original data collected using a Google Form survey. In order to collect data from 46
people, the sampling process relied on non-random sampling methods. According to the findings,
trust and service quality significantly impact customer happiness. The result of this study show
service quality, information quality, usability of perception and trust have a positive effect on
customer satisfaction. Customer satisfaction is the determining factor in the formation of online
shopping customer loyalty.