THE EFFECT OF DELIVERY SERVICE CHARACTERISTICS ON CUSTOMER SATISFACTION THROUGH ELECTRONIC COMMERCE ORDERING IN INDONESIA

Dwi Novi Wulansari, Ahsan Ramdani, Alyssa Aulia Reza Pahlevi, Firdan Anugrah Jaya, Vinisya Nur Kusuma Dewi

Abstract


The selection of delivery services plays a crucial role in the logistics operations of e-commerce companies. This study aims to analyze delivery service preferences based on the characteristics of e-commerce users. A survey was conducted with a sample of 102 respondents. The analysis employed a discrete choice model interpreted through a linear regression approach, focusing on key parameters such as shipping cost, delivery time, and destination accuracy. The discrete choice analysis estimates the probability of individuals selecting specific delivery service attributes as a function of their socio-economic characteristics and the perceived attractiveness of each option. The results indicate that delivery destination accuracy is the most influential factor for respondents when choosing a delivery service, both for intra-regional deliveries (< 40 km) and inter-regional deliveries (> 40 km). A higher level of accuracy significantly increases the likelihood of a delivery service being selected. Therefore, e-commerce logistics providers should prioritize delivery accuracy to enhance customer satisfaction and service competitiveness.


Keywords


Discrete Choice; Delivery Service; Logistics, E-Commerce;

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DOI: https://doi.org/10.17509/jlsc.v5i1.87143

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