THE EFFECT OF SERVICE QUALITY, PRICE AND ON-TIME

DELIVERY ON SHOPEE EXPRESS (SPX) CUSTOMER

SATISFACTION: A CASE STUDY OF CUSTOMERS IN
JABODETABEK

Prima Widiyantoa, Haryanti Dewi Gunawanb, Regina Deka Melatic, Aziz Fajara
a
Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti,
Jakarta, Indonesia
b
Faculty of Transportation and Logistics System, Institut Transportasi dan Logistik
Trisakti, Indonesia
c
Faculty of Economics and Business, Universitas Indonesia, Depok, Indonesia
Corresponding author: primawidiyanto@itltrisakti.ac.id

Abstract: The purpose of this study was to determine the effect of service quality, price, and
delivery timeliness on customer satisfaction. on Shopee Express (SPX) Customer Satisfaction.
The purposive sampling method was used to collect data through questionnaires distributed
online using a Likert scale of 1-5. The sample collected was 100 respondents with the criteria
of having used Shopee Express more than twice, aged 17-50 years, and domiciled in
Jabodetabek. The analysis technique used is SEM-PLS with SmartPLS 4.0 software. For
validity and reliability tests, R-square, and hypothesis testing. This study found a positive and
significant relationship between Service Quality, Price, and Delivery Timeliness on Shopee
Express (SPX) Customer Satisfaction in Jabodetabek.
Keywords: Service Quality, Price, On-Time Delivery, Shopee Express, Customers
Satisfaction

1. Introduction
In this section, both scientific issues and the relevance of the research should be
substantiated and explained. Also a problem statement should be pointed out.

2. Literature review
Service Quality
According to (Arianto, 2018) Service Quality can be interpreted as focusing o the
needs and requirements, to meet customer expectations. on needs and requirements, to
meet customer expectations. Quality Service quality applies to all types of services
provided by the company when the client is in the company client is in the company.
 Price

Price is a kurs that is balanced against other currencies or implications as payment for the use
received by individuals or rates for a product at a given moment. Price is defined in numerous
ways to determine the financial value of an item or service. (Kristin Gulo, 2022)

On-Time Delivery

Ketepatan waktu pengiriman sangat penting mengingat ketepatamwaktupengiriman

produk pesanan akan menjadi salah satu faktor penting dalam meningkatkan kepuasan
pelanggan. seperti penelitian yang dilakukan oleh (Siburian & Kartika, 2021).

3. Research method
This section provides a detailed description of the methods and procedures employed in the
study.

4. Results and discussion

This section provides an in-depth presentation, interpretation, and analysis of the research
findings.

5. Conclusion
This section offers a concise and final overview of the study, summarizing the main
findings, emphasizing their significance, and providing a sense of completion to the research.
Statistical calculations and other numerical figures are not presented here.

6. Implications
This section provides an analysis of the practical and theoretical implications of the
research findings. It goes beyond the immediate study context and explores how the results
can be applied, contributes to knowledge, and impacts relevant stakeholders.

7. Research limitations
This section provides a transparent and honest assessment of the limitations of the study. It
helps readers evaluate the strengths and weaknesses of the research and encourages future
researchers to address the identified limitations to further advance knowledge in the field.

Tables and Figures

Tables are presented in the following:

 Table 1
Measurement of variables
Variable Operational definition Items Source

Informational social The consumer obtains 1. Mangleburg et al.

influence information from (2021)
friends on social 2.
media and is
3.
influenced by their
opinions and
participation
intention.
Interpersonal trust The consumer’s 1. Chu and Kim (2019)
confidence, belief,
and trust in friends on 2.
social media.
3.
Continuance intention The consumer’s 1. Bhattacherjee (2017)
of social media willingness to
participation continue participating 2.
in social shopping via
3.
the social media
network. 4.

Figures are presented as follows:

Fig. 1. Research model (font size 10)

The use of subheading

Authors are only allowed to add one-level subheading, for example:

3. Research method

3.1. Study design (in italics)

References

Arianto, N. (2018). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS

PENGUNJUNG DALAM MENGGUNAKAN JASA HOTEL RIZEN KEDATON BOGOR (Vol. 1, Issue 2).
Kristin Gulo, E. (2022). eCo-Buss The Effect of Service Quality, Price, and Promotion on Ojek Online (Case
Study on Grab Customers in Tangerang City).

Siburian, & Kartika. (2021). editor567,+Hal+12-29.