The Effect of Delivery Service Innovation on Customer Satisfaction

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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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  -