The Effect of Service Quality and Punctuality of Delivery to Customer Satisfaction in Freight Forwarding Services

Authors

  • Rina Octa Rahmadini Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia
  • Vivien Yulia Sari Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia
  • Dheo Rimbano Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia
  • Tri Kurnia Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia
  • Dwi Irna Lavenia Universitas Bina Insan Lubuklinggau. South Sumatera, Indonesia
  • Megi Salam Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia
  • Tiara Veti Febriana Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia
  • Juliana Wahyu Saputri Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia
  • Irza Priyanto Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

Keywords:

Service Quality, Punctuality of Delivery, and Customer Satisfaction

Abstract

The large number of e-commerce users in Indonesia makes freight forwarding services very much needed. To provide satisfaction to customers who use freight forwarding services, it is necessary to have good service quality and timely delivery of goods. This article is the result of a review that aims to determine the effect of service quality and delivery timeliness on customer satisfaction in freight forwarding services. Based on the results of previous related research. Review results using Systematic Literature Review (SLR) from previous research in journals published on Google Scholar ranging from 2018-2023. Where the results of the study state that: Service Quality has a positive and significant effect on customer satisfaction and punctuality of delivery has a positive and significant effect on customer satisfaction.

Author Biographies

Rina Octa Rahmadini, Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

 

 

Vivien Yulia Sari, Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

 

 

Dheo Rimbano, Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

 

 

Tri Kurnia, Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

 

 

Dwi Irna Lavenia, Universitas Bina Insan Lubuklinggau. South Sumatera, Indonesia

 

 

Megi Salam, Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

 

 

Tiara Veti Febriana, Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

 

 

Juliana Wahyu Saputri, Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

 

 

Irza Priyanto, Universitas Bina Insan Lubuklinggau, South Sumatera, Indonesia

 

 

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Published

2023-12-22

How to Cite

Rina Octa Rahmadini, Vivien Yulia Sari, Dheo Rimbano, Tri Kurnia, Dwi Irna Lavenia, Megi Salam, … Irza Priyanto. (2023). The Effect of Service Quality and Punctuality of Delivery to Customer Satisfaction in Freight Forwarding Services. Proceeding International Conference on Economic and Social Sciences, 1, 60–67. Retrieved from https://icess.uin-suska.ac.id/index.php/1/article/view/24

Issue

Vol. 1 (2023): ICESS

Section

Articles

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