The Affect of Delivery Security and Service Features on Customer Satisfaction Wahana Express

Authors

  • Yana Tatiana Institut Transportasi dan logistik Trisakti, Jakarta, Indonesia
  • Sesaria Mardhiani Rachma Puspita Institut Transportasi dan logistik Trisakti, Jakarta, Indonesia
  • Lintang Eka Cahya Samudra Institut Transportasi dan logistik Trisakti, Jakarta, Indonesia
  • Agung Putra Anugrah Institut Transportasi dan logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jim.v3i4.2112

Keywords:

Delivery Security, Service Features, Customer Satisfaction, Logistics

Abstract

This research examines how delivery security and service features influence customer satisfaction with Wahana Express. In the digital era, the quality and reliability of logistics services are critical for enhancing customer satisfaction. Using quantitative methods, data were collected via questionnaires distributed to Wahana Express customers. The analysis reveals that delivery security significantly impacts customer satisfaction, followed by the service features offered. These findings suggest that logistics companies should focus on improving security and enriching service features to enhance customer satisfaction and remain competitive in the market.

References

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Jordan, DJ, B., & Z, S. (2013). Pengiriman Barang, Definisi Logistik, Logistik, Tinjauan Pustaka. Journal of Chemical Information and Modeling, 53(8–9), 8–9.

Lumantoro, H. (2015). Defenisi Kepuasan Pelanggan Menurut Kotler & Keller (201. BISMA (Bisnis Dan Manajemen), 8–25.

Meileny, F. dan T. I. W. (2020). Fitur Layanan Dan Kepercayaan Terhadap Tingkat Kepuasan Pelanggan Linkaja Di Indonesia. Jurnal Ecodemica: Jurnal Ekonomi, Manajemen, Dan Bisnis, 4(2), 1–9.

Musvaida, A. H., Hadi, S., & Rizal, M. (2021). Pengaruh Kepercayaan,Keamanan dan Kemudahan Terhada Kepuasan Pelanggan Pada J&T Express (Studi Mahasiswa FEB Universitas Islam Malang). E – Jurnal Riset Manajemen PRODI MANAJEMEN, 10(8), 70–79.

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Septiani, Y., Aribbe, E., & Diansyah, R. (2020). ANALISIS KUALITAS LAYANAN SISTEM INFORMASI AKADEMIK UNIVERSITAS ABDURRAB TERHADAP KEPUASAN PENGGUNA MENGGUNAKAN METODE SEVQUAL (Studi Kasus : Mahasiswa Universitas Abdurrab Pekanbaru). Jurnal Teknologi Dan Open Source, 3(1), 131–143. https://doi.org/10.36378/jtos.v3i1.560

Susanto, P. C., Arini, D. U., Yuntina, L., Soehaditama, J. P., & Nuraeni. (2024). Konsep Penelitian Kuantitatif: Populasi, Sampel, dan Analisis Data (Sebuah Tinjauan Pustaka). Jurnal Ilmu Multi Disiplin, 3(1), 1–12.

Veronika, V., & Nainggolan, N. P. (2022). PENGARUH PROMOSI, ATRIBUT PRODUK, DAN LOYALITAS KONSUMEN TERHADAP KEPUTUSAN PEMBELIAN DI TOKOPEDIA. Eqien - Jurnal Ekonomi Dan Bisnis, 11(04). https://doi.org/10.34308/eqien.v11i04.1272

Widjoyo, S. (2014). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Pelanggan dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9.

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Published

2025-01-27

How to Cite

Tatiana, Y., Puspita, S. M. R., Samudra, L. E. C., & Anugrah, A. P. (2025). The Affect of Delivery Security and Service Features on Customer Satisfaction Wahana Express. Jurnal Ilmu Multidisiplin, 3(4), 578–589. https://doi.org/10.38035/jim.v3i4.2112

Issue

Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)

Section

Articles

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Copyright (c) 2025 Yana Tatiana, Sesaria Mardhiani Rachma Puspita, Lintang Eka Cahya Samudra, Agung Putra Anugrah

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