Analisis Kepuasan Pelanggan dalam Layanan Distribusi Pengiriman Barang pada J&T Express Lotu Kabupaten Nias Utara
DOI:
https://doi.org/10.35870/emt.v9i2.4015Keywords:
Customer Satisfaction, Distribution, Delivery of GoodsAbstract
The purpose of the study is to determine Customer Satisfaction with Goods Delivery Distribution Services and to determine the inhibiting factors in goods delivery distribution services at J&T Express Lotu, North Nias Regency. The research method used is a qualitative research type using data collection techniques, namely observation, interviews and documentation. Data analysis techniques used are data reduction, data presentation, and drawing conclusions. The results of the study indicate that Customer Satisfaction with goods delivery distribution services at J&T Express Lotu still faces various challenges. The main factors that influence customer satisfaction include punctuality of delivery, quality of service, transparency of information in the delivery process, variety of services available, and communication between customers and service officers. There are several inhibiting factors that cause customer dissatisfaction with distribution services at J&T Express Lotu. The first factor is late delivery, quality of service, lack of transparency in the delivery process, limited variety of services, lack of communication between customers and service officers.
Downloads
References
Arikunto, S. (2010). Prosedur penelitian suatu pendekatan praktek. (No Title).
Bowersox, D. J., Closs, D. J., Cooper, M. B., & Bowersox, J. C. (2020). Supply chain logistics management. Mcgraw-hill.
Chopra, S., & Meindl, P. (2007). Supply chain management. Strategy, planning & operation (pp. 265-275). Gabler.
Christopher, M. (2022). Logistics and supply chain management. Pearson Uk.
Fitriyani, R. R. (2019). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Pengiriman J&T Express Di Kota Palu (Studi Pada Pelanggan J&T Express Cabang Palu Utara) (Doctoral dissertation, IAIN Palu).
Gaspersz, V. (2005). Total Quality Management, Gramedia Pustaka Utama Press.
Globerson, S., & Wolbrum, G. (2014). Logistics management and supply chain management: A critical evaluation. International Journal of Business and Economics Research, 3(2), 82-88.
Heizer, J., Render, B., & Munson, C. (2020). Operations management: Sustainability and supply chain management. Pearson.
Irawan, H. (10). Prinsip Kepuasan Pelanggan PT Elex Media Komputindo.
Kuantitatif, P. P. (2016). Metode Penelitian Kunatitatif Kualitatif dan R&D. Alfabeta, Bandung.
Lambert, D. M., & Cooper, M. C. (2000). Issues in supply chain management. Industrial marketing management, 29(1), 65-83.
Lancaster, G., & Reynolds, P. (2005). Management of marketing. Routledge.
Lovelock, C. H., & Wirtz, J. (2004). Services marketing: People, technology, strategy.
Oliver, R. L. (2014). Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer. Routledge.
Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of retailing, 69(2), 193-215.
Saputra, A., & Sofiyanurriyanti, S. (2021). Analisis Kepuasan Pelanggan terhadap Kualitas Pelayanan Jasa Ekspedisi dengan Metode Servqual dan Data Envelopment Analysis (DEA) di Kota Meulaboh. Jurnal Sistem Teknik Industri, 23(1), 82-96.
Sunyoto, D. (2020). Dasar-dasar manajemen pemasaran (Ketiga). CAPS (Center of Academic Publishing Service).
Warnadi, A. T. (2019). Manajemen pemasaran.
Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing: Integrating customer focus across the firm. Language, 20(668p), 26cm.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Aperianto Zega, Aferiaman Telaumbanua, Nov Elhan Gea, Jeliswan Berkat Iman Jaya Gea
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright Retention and Open Access License
Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
2. Rights Granted Under CC BY 4.0
Under this license, readers are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, including commercial use
- No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed
3. Attribution Requirements
All uses must include:
- Proper citation of the original work
- Link to the Creative Commons license
- Indication if changes were made to the original work
- No suggestion that the licensor endorses the user or their use
4. Additional Distribution Rights
Authors may:
- Deposit the published version in institutional repositories
- Share through academic social networks
- Include in books, monographs, or other publications
- Post on personal or institutional websites
Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.
5. Self-Archiving and Pre-Print Sharing
Authors are encouraged to:
- Share pre-prints and post-prints online
- Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
- Engage in scholarly communication throughout the publication process
6. Open Access Commitment
This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.
