The Influence of the Timeliness of Goods Delivery, The Speed of Goods Delivery Time, The Transparency of Goods Delivery Information on Customer Satisfaction and Company Performance Case Study at Posind Kendari Main Branch Office

Abstract

This study aims to determine the effect of timeliness of goods delivery on customer satisfaction and company performance with a case study on PosIND KCU Kendari which in the current era of globalization, the development of businesses engaged in the goods delivery industry is increasing. So that consumers have many choices in using shipping services that can be trusted with good service quality. One way to increase competitiveness is to provide quality service in accordance with the interests of consumers by understanding the needs and desires of consumers (Tjiptono, 2012). There are several service considerations that can create customer satisfaction for goods delivery services, including speed of delivery time, timeliness of delivery, and transparency of delivery information. As one of the oldest logistics companies in Indonesia, Pos Indonesia has played an important role in supporting economic activity, both at the local and national levels. With an extensive distribution network covering urban areas to remote areas, Pos Indonesia has a competitive advantage in reaching all corners of the country. One of the main challenges faced by Pos Indonesia is competition with similar technology-based logistics companies, which offer faster and more flexible delivery services. In addition, changes in consumer behavior that are increasingly oriented towards digital platforms, such as e-commerce, require Pos Indonesia to continuously adapt to remain relevant in the market. Operational constraints, such as efficient route management, limited infrastructure in some areas, and high distribution costs, one of which is the imbalance between the increasing demand for distribution services and the limited availability of infrastructure in some areas, are also issues that require serious attention. However, the challenges of managing distribution channels in the digital era are increasingly complex. This research is a quantitative study that aims to determine the effect of on time delivery of goods on customer satisfaction and company performance. The population in this study were POSIND KCU Kendari service users. The study population was 150 customers with a sample size taken as many as 109 respondents determined by the Slovin formula, using the random sampling method. Data collection is done through the distribution of questionnaires. The analysis technique used is the PLS (Partial Least Square) analysis method with SmartPLS3.2 software. The results of this study indicate that the T-Statistic value for the variable speed of delivery time is 4.289 where the T-Statistic> 1.96, p-value = 0.001. This means that there is a positive and significant influence on customer satisfaction. There is a positive and significant influence on the timeliness of delivery of 3.286 where the T-Statistic> 1.96, p-value = 0.001. There is a positive and significant effect of information transparency of 2.896 where the T Statistic> 1.96, p-value = 0.004. There is a positive and significant effect of customer satisfaction of 29.174 where the T-Statistic> 1.96, p-value = 0.000.