The Effect of Delivery Timeliness and E-Service Quality Mediated by Customer Satisfaction on Tokopedia's Customer Loyalty in Indonesia

Hastin Ardilya Tamin; Nofrisel Nofrisel; Theresye Yoanyta Octora; Agus Setiawan; Nelmida Nelmida

doi:10.55681/economina.v5i9.4118

Authors

Hastin Ardilya Tamin Postgraduate Education Program (S-2) Transportation Management Institute of Trisakti Transportation and Logistics, Indonesia
Nofrisel Postgraduate Education Program (S-2) Transportation Management Institute of Trisakti Transportation and Logistics, Indonesia
Theresye Yoanyta Octora Postgraduate Education Program (S-2) Transportation Management Institute of Trisakti Transportation and Logistics, Indonesia
Agus Setiawan Postgraduate Education Program (S-2) Transportation Management Institute of Trisakti Transportation and Logistics, Indonesia
Nelmida Postgraduate Education Program (S-2) Transportation Management Institute of Trisakti Transportation and Logistics, Indonesia

DOI:

https://doi.org/10.55681/economina.v5i9.4118

Keywords:

Delivery Timeliness, E-Service Quality, Customer Satisfaction, Customer loyalty, Tokopedia

Abstract

This study aims to analyze the impact of delivery timeliness and e-service quality on the satisfaction and loyalty of Tokopedia customers, as well as to examine the role of customer satisfaction as a mediating variable in the relationship between delivery timeliness, e-service quality, and customer loyalty. A quantitative approach was employed, involving 200 Tokopedia users in Indonesia who had experience using delivery services and had encountered issues regarding delivery timing. Data were analyzed using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method with the SmartPLS 4.1.1.4 application. The results indicate that delivery timeliness has a positive and significant effect on customer satisfaction, with a path coefficient of 0.410, a T-statistic of 5.223, and a P-value of 0.000. E-service quality also has a positive and significant effect on customer satisfaction, with a coefficient of 0.417, a T-statistic of 5.261, and a P-value of 0.000. Customer satisfaction positively and significantly influences customer loyalty, with a coefficient of 0.539, a T-statistic of 7.706, and a P-value of 0.000. Furthermore, both delivery timeliness and e-service quality individually exert a positive and significant influence on customer loyalty. Customer satisfaction was found to mediate the effect of delivery timeliness on customer loyalty (T-statistic: 4.225; P-value: 0.000) and the effect of e-service quality on customer loyalty (T-statistic: 4.387; P-value: 0.000). R-square values of 0.557 for customer satisfaction and 0.640 for customer loyalty indicate that the model possesses good explanatory power. These findings confirm that improving delivery timeliness and e-service quality, alongside efforts to enhance customer satisfaction, are crucial aspects of strengthening Tokopedia customer loyalty.

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