Pengaruh Customer Relationship Management, Ketepatan Waktu Pengiriman dan Layanan Digital terhadap Kepuasan Pelanggan pada PT Tunas Antarnusa Muda Kargo

Annisa Fahira; Elisabeth Nainggolan; Lisa Elianti Nasution

doi:10.29407/jse.v9i2.1599

Authors

Annisa Fahira Sekolah Tinggi Ilmu Ekonomi Eka Prasetya
Elisabeth Nainggolan Sekolah Tinggi Ilmu Ekonomi Eka Prasetya
Lisa Elianti Nasution Sekolah Tinggi Ilmu Ekonomi Eka Prasetya

DOI:

https://doi.org/10.29407/jse.v9i2.1599

Keywords:

Customer Relationship Management, Delivery Timeliness, Digital Services, Customer Satisfaction

Abstract

This study aims to analyze the influence of customer relationship management (CRM), delivery timeliness, and digital services on customer satisfaction at PT Tunas Antarnusa Muda Kargo. This study was motivated by a research gap identified in previous studies, which revealed inconsistencies in the influence of these three variables on customer satisfaction. The method used is a quantitative approach with an associative design, involving 389 respondents selected using accidental sampling. Data were collected via a Likert-scale questionnaire and analyzed using multiple linear regression. The results indicate that, simultaneously, CRM, delivery timeliness, and digital services have a significant effect on customer satisfaction. Partially, CRM has a significant positive effect, while delivery timeliness and digital services have a significant negative effect. The novelty of this study lies in the finding that operational and digital aspects can have a negative impact on satisfaction if they do not meet customer expectations. Theoretically, this study reinforces Expectation Confirmation Theory, which states that a mismatch between expectations and service performance will reduce customer satisfaction.

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