Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)

The Effect of Delivery Service Innovation on Customer Satisfaction

Authors
Kania Siti Sarah1, *, Heny Hendrayati2, Ratih Hurriyati3
1Universitas Pendidikan Indonesia
2Universitas Pendidikan Indonesia
3Universitas Pendidikan Indonesia
*Corresponding author. Email: kaniasitisarah11@upi.edu
Corresponding Author
Kania Siti Sarah
Available Online 12 July 2022.
DOI
10.2991/aebmr.k.220701.043How to use a DOI?
Keywords
Delivery Service; Innovation; Customer Satisfaction
Abstract

This study aims to determine the effect of delivery service innovation on customer satisfaction at PT. Pos Indonesia. The population in this study was all customers of PT. Pos Indonesia in Bandung using delivery services through the QPosinAja application. The sampling technique used a purposive sampling method with a total sampling of 115 people. The measurement scale used a Likert scale with a simple regression technique utilizing the program application SPSS 25.0 for data analysis. The result showed that the delivery service innovation had a positive effect on customer satisfaction at PT. Pos Indonesia. This finding implies that to increase customer satisfaction, a company needs to create a service innovation such as digital services that can make it easier for customers and it can reach the wider community.

Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

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Volume Title
Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
12 July 2022
ISBN
10.2991/aebmr.k.220701.043
ISSN
2352-5428
DOI
10.2991/aebmr.k.220701.043How to use a DOI?
Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

Cite this article

TY  - CONF
AU  - Kania Siti Sarah
AU  - Heny Hendrayati
AU  - Ratih Hurriyati
PY  - 2022
DA  - 2022/07/12
TI  - The Effect of Delivery Service Innovation on Customer Satisfaction
BT  - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
PB  - Atlantis Press
SP  - 221
EP  - 224
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220701.043
DO  - 10.2991/aebmr.k.220701.043
ID  - Sarah2022
ER  -