The Effect of Delivery Service Innovation On Customer Satisfaction
Kania Siti Sarah, Ratih Hurriyati, Heny Hendrayati

Management, Post Graduate School, Universitas Pendidikan Indonesia, Bandung

Abstract

This study aims to determine the effect of delivery service innovation on customer satisfaction at PT. Pos Indonesia. The population in this study were all customers of PT. Pos Indonesia in Bandung uses delivery services through the QPosinAja application. The sampling technique uses a purposive sampling method with a total sampling of 115 people. The measurement scale uses a Likert scale with a simple regression technique using 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, one of them is that a company needs to create a service innovation such as digital services that can make it easier for customers and reach the wider community.

Keywords: Delivery Service- Innovation- Customer Satisfaction

Topic: Marketing Management