How to cite this paper
Ricardianto, P., Kurniawan, I., Ikawati, I., Gutomo, T., Sijabat, E., Mahadita, A., Kusuma, I., Tursilarini, T., Murtiwidayanti, S & Endri, E. (2023). Service quality and timeliness: Empirical evidence on the parcel delivery service in Indonesia.Uncertain Supply Chain Management, 11(4), 1645-1656.
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Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2015). Industrial Marketing Management Social media : influencing customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172-180.
Aldatmaz, B., Sever, C., Pehriz, B., Çalışkan, A., & Çetiner, B. (2020). Parcel Delivery Service Quality Assessment. Digital Conversion on the Way to Industry 4.0: Selected Papers from ISPR2020, September 24-26, 2020 Online-Turkey, (pp. 975-988).
Alfarisi, A., Zain, A. S., Wahyuni, E., & Khotimah, S. H. (2021). Analysis of The Effect of Service Quality During The Covid-19 Pandemic Towards Customer Satisfaction of PT Wahana Prestasi Logistik in DKI Jakarta Area. Advances in Transportation and Logistics Research, 4, 534–543.
Alkufahy, A., Al-Alshare, F., Qawasmeh, F., Aljawarneh, N., & Almaslmani, R. (2023). The mediating role of the perceived value on the relationships between customer satisfaction, customer loyalty, and e-marketing. International Journal of Data and Network Science, 7(2), 891-900.
Allen, J., Muñoz, J. C., & de Dios Ortúzar, J. (2019). Understanding public transport satisfaction: Using Maslow’s hierarchy of (transit) needs. Transport Policy, 81, 75-94.
Arroffi, A. A., Melati, C. Z., Keke, Y., & Veronica, V. (2021). The Effect of E-Tracking and Timeliness of Delivery Towards Customer Satisfaction on PT Sicepat Ekspres Cilincing During The Covid-19 Pandemic. Advances in Transportation and Logistics Research, 4, 505-519.
Athar, H. S., Faerrosa, L., & Sutanto, H. (2023). Consumer Perceptions of Service Quality and Prices of MSMEs Delivery Services. Amwaluna: Jurnal Ekonomi Dan Keuangan Syariah, 7(1), 82-92.
Bopage, G., Nanayakkara, J., & Vidanagamachchi, K. (2019). A strategic model to improve the last mile delivery performance in e-commerce parcel delivery. Proc. Int. Conf. Ind. Eng. Oper. Manag, (Vol. 2019, pp. 2018-2019).
Cepeda-Carrión, I., Alarcon-Rubio, D., Correa-Rodriguez, C., & Cepeda-Carrion, G. (2023). Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration. International Journal of Physical Distribution & Logistics Management.
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Dwianto, A. S., & Purnamasari, P. (2018). Analysis of the influence of service quality on customer satisfaction of domestic postal parcels at Kantor Pos Banjarmasin. International Seminar on Accounting for Society, (p. 1).
Ebrahimi, M. R., & Tootoonkavan, S. (2014). Investigating the effect of perceived service quality, perceived value, brand image, trust, and customer satisfaction on repurchase intention and recommendation to another case study: LG company. European Journal of Business and Management, 6(34), 181-186.
Endri, E., Sari, A.K., Budiasih, Y., Yuliantini, Y., & Kasmir, K. (2020). Determinants of Profit Growth in Food and Beverage Companies in Indonesia. Journal of Asian Finance, Economics, and Business, 7(12), 739-748. https://doi:10.13106/jafeb.2020.vol7.no12.739
Faulina, I., Putri, L. U., & Sanjaya, V. F. (2021). The Influence of Service Quality and Delivery Prices on Customer Satisfaction in Bandar Jaya. Terbuka Journal of Economics and Business, 2(2), 30-39.
Fulianto, A. T., Azis, F. F., Rizaldy, W., & Setiawan, A. (2021). The Analysis of PT. Tiki Jalur Nugraha Ekakurir in Maintaining Service Quality and Customer Satisfaction on Consumer’s Loyalty Interests During Covid-19 Pandemic. Advances in Transportation and Logistics Research, 4, 610-622.
Gulc, A. (2020). Determinants of courier service quality in e-commerce from customers’ perspective. Quality Innovation Prosperity, 24(2), 137–152.
Gulc, A. (2021). The multi-stakeholder perspective of courier service quality in B2C e-commerce. PloS One, 16(5), e0251728.
Guo, D., Lyu, Z., Wu, W., Zhong, R. Y., Rong, Y., & Huang, G. Q. (2022). Synchronization of production and delivery with time windows in fixed-position assembly islands under Graduation Intelligent Manufacturing System 102236. Robotics and Computer-Integrated Manufacturing, p. 73, 102236.
Haudi, H., Rahadjeng, E., Santamoko, R., Putra, R., Purwoko, D., Nurjannah, D., & Purwanto, A. (2022). The role of marketing and e-CRM on e-loyalty of Indonesian companies during the Covid pandemic and digital era. Uncertain Supply Chain Management, 10(1), 217-224.
He, Y. (2023). Pricing of the Bus-Truck Co-Delivery Mode of Last Mile Delivery Considering Social Welfare Maximization. Sustainability, 15(1), 376.
Hidayati, U., Sumarni, S., Suprapto, S., Marifataini, L., Hanun, F., Taufik, O., & Warnis, W. (2023). The effect of system reliability, information sharing, and service quality on e-learning net benefit in public sector organizations. International Journal of Data and Network Science, 7(3), 1397-1404.
Huarng, K. H., & Yu, M. F. (2019). Customer satisfaction and repurchase intention theory for the online sharing economy. Review of Managerial Science, 13(3), 635-647.
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. International Journal of Data and Network Science, 6(2), 497-508. DOI: 10.5267/j.ijdns.2021.12.004
Jasin, M., Sesunan, Y., Aisyah, M., Fatimah, C., & Azra, F. (2023). SMEs repurchase intention and customer satisfaction: Investigating the role of utilitarian value and service quality. Uncertain Supply Chain Management, 11(2), 673-682.
Karcz, J., & Slusarczyk, B. (2016). Improvements in the quality of courier delivery. International Journal for Quality Research, 10(2), 355.
Kholdun, A. I., Haris, H., Rojaa, P. A., & Timotius, K. (2021). The Influence of Buying Interest and Service Quality on Customer Satisfaction of Goods Delivery Services JNE Gading Griya Branch During The Covid–19 Pandemic in 2021. Advances in Transportation and Logistics Research, 4, 556-567.
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Kotler, P., & Keller, K. L. (2016). Marketing Management (15th Eds.). Upper Saddle River, N.J: Prentice Hall International.
Li, B. (2002). A study of critical factors of customer satisfaction in parcel delivery service. The University of Nebraska - Lincoln ProQuest Dissertations Publishing, 2002. 3059955.
Liang, X., Wang, N., Zhang, M., & Jiang, B. (2023). Bi-objective multi-period vehicle routing for perishable goods delivery considering customer satisfaction. Expert Systems with Applications, 220, 119712.
Lovelock, C., & Wirtz, J. (2011). Services Marketing: People, Technology and Strategy (7th Eds.). New Jersey: Prentice Hall, Inc.
Maharani, T., & Wahyuni, S. (2021). The Effect of Service Quality and Brand Image in the Air Cargo Industry on PT Garuda Indonesia (Persero) Tbk Customer Satisfaction and Loyalty. International Conference on Business and Engineering Management (ICONBEM 2021), (pp. 71-83).
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Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2015). Industrial Marketing Management Social media : influencing customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172-180.
Aldatmaz, B., Sever, C., Pehriz, B., Çalışkan, A., & Çetiner, B. (2020). Parcel Delivery Service Quality Assessment. Digital Conversion on the Way to Industry 4.0: Selected Papers from ISPR2020, September 24-26, 2020 Online-Turkey, (pp. 975-988).
Alfarisi, A., Zain, A. S., Wahyuni, E., & Khotimah, S. H. (2021). Analysis of The Effect of Service Quality During The Covid-19 Pandemic Towards Customer Satisfaction of PT Wahana Prestasi Logistik in DKI Jakarta Area. Advances in Transportation and Logistics Research, 4, 534–543.
Alkufahy, A., Al-Alshare, F., Qawasmeh, F., Aljawarneh, N., & Almaslmani, R. (2023). The mediating role of the perceived value on the relationships between customer satisfaction, customer loyalty, and e-marketing. International Journal of Data and Network Science, 7(2), 891-900.
Allen, J., Muñoz, J. C., & de Dios Ortúzar, J. (2019). Understanding public transport satisfaction: Using Maslow’s hierarchy of (transit) needs. Transport Policy, 81, 75-94.
Arroffi, A. A., Melati, C. Z., Keke, Y., & Veronica, V. (2021). The Effect of E-Tracking and Timeliness of Delivery Towards Customer Satisfaction on PT Sicepat Ekspres Cilincing During The Covid-19 Pandemic. Advances in Transportation and Logistics Research, 4, 505-519.
Athar, H. S., Faerrosa, L., & Sutanto, H. (2023). Consumer Perceptions of Service Quality and Prices of MSMEs Delivery Services. Amwaluna: Jurnal Ekonomi Dan Keuangan Syariah, 7(1), 82-92.
Bopage, G., Nanayakkara, J., & Vidanagamachchi, K. (2019). A strategic model to improve the last mile delivery performance in e-commerce parcel delivery. Proc. Int. Conf. Ind. Eng. Oper. Manag, (Vol. 2019, pp. 2018-2019).
Cepeda-Carrión, I., Alarcon-Rubio, D., Correa-Rodriguez, C., & Cepeda-Carrion, G. (2023). Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration. International Journal of Physical Distribution & Logistics Management.
Deneke, T. M. (2015). The influence of service quality on customer satisfaction, customer value, and behavioral intentions in the hotel sector of Ethiopia. (Doctoral dissertation). Doctor of Business Leadership (DBL) at the University of South Africa.
Dwianto, A. S., & Purnamasari, P. (2018). Analysis of the influence of service quality on customer satisfaction of domestic postal parcels at Kantor Pos Banjarmasin. International Seminar on Accounting for Society, (p. 1).
Ebrahimi, M. R., & Tootoonkavan, S. (2014). Investigating the effect of perceived service quality, perceived value, brand image, trust, and customer satisfaction on repurchase intention and recommendation to another case study: LG company. European Journal of Business and Management, 6(34), 181-186.
Endri, E., Sari, A.K., Budiasih, Y., Yuliantini, Y., & Kasmir, K. (2020). Determinants of Profit Growth in Food and Beverage Companies in Indonesia. Journal of Asian Finance, Economics, and Business, 7(12), 739-748. https://doi:10.13106/jafeb.2020.vol7.no12.739
Faulina, I., Putri, L. U., & Sanjaya, V. F. (2021). The Influence of Service Quality and Delivery Prices on Customer Satisfaction in Bandar Jaya. Terbuka Journal of Economics and Business, 2(2), 30-39.
Fulianto, A. T., Azis, F. F., Rizaldy, W., & Setiawan, A. (2021). The Analysis of PT. Tiki Jalur Nugraha Ekakurir in Maintaining Service Quality and Customer Satisfaction on Consumer’s Loyalty Interests During Covid-19 Pandemic. Advances in Transportation and Logistics Research, 4, 610-622.
Gulc, A. (2020). Determinants of courier service quality in e-commerce from customers’ perspective. Quality Innovation Prosperity, 24(2), 137–152.
Gulc, A. (2021). The multi-stakeholder perspective of courier service quality in B2C e-commerce. PloS One, 16(5), e0251728.
Guo, D., Lyu, Z., Wu, W., Zhong, R. Y., Rong, Y., & Huang, G. Q. (2022). Synchronization of production and delivery with time windows in fixed-position assembly islands under Graduation Intelligent Manufacturing System 102236. Robotics and Computer-Integrated Manufacturing, p. 73, 102236.
Haudi, H., Rahadjeng, E., Santamoko, R., Putra, R., Purwoko, D., Nurjannah, D., & Purwanto, A. (2022). The role of marketing and e-CRM on e-loyalty of Indonesian companies during the Covid pandemic and digital era. Uncertain Supply Chain Management, 10(1), 217-224.
He, Y. (2023). Pricing of the Bus-Truck Co-Delivery Mode of Last Mile Delivery Considering Social Welfare Maximization. Sustainability, 15(1), 376.
Hidayati, U., Sumarni, S., Suprapto, S., Marifataini, L., Hanun, F., Taufik, O., & Warnis, W. (2023). The effect of system reliability, information sharing, and service quality on e-learning net benefit in public sector organizations. International Journal of Data and Network Science, 7(3), 1397-1404.
Huarng, K. H., & Yu, M. F. (2019). Customer satisfaction and repurchase intention theory for the online sharing economy. Review of Managerial Science, 13(3), 635-647.
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. International Journal of Data and Network Science, 6(2), 497-508. DOI: 10.5267/j.ijdns.2021.12.004
Jasin, M., Sesunan, Y., Aisyah, M., Fatimah, C., & Azra, F. (2023). SMEs repurchase intention and customer satisfaction: Investigating the role of utilitarian value and service quality. Uncertain Supply Chain Management, 11(2), 673-682.
Karcz, J., & Slusarczyk, B. (2016). Improvements in the quality of courier delivery. International Journal for Quality Research, 10(2), 355.
Kholdun, A. I., Haris, H., Rojaa, P. A., & Timotius, K. (2021). The Influence of Buying Interest and Service Quality on Customer Satisfaction of Goods Delivery Services JNE Gading Griya Branch During The Covid–19 Pandemic in 2021. Advances in Transportation and Logistics Research, 4, 556-567.
Kotler, P., & Armstrong, G. (2018). Principles of Marketing Global Edition (17th Editi). London: Pearson Education.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th Eds.). Upper Saddle River, N.J: Prentice Hall International.
Li, B. (2002). A study of critical factors of customer satisfaction in parcel delivery service. The University of Nebraska - Lincoln ProQuest Dissertations Publishing, 2002. 3059955.
Liang, X., Wang, N., Zhang, M., & Jiang, B. (2023). Bi-objective multi-period vehicle routing for perishable goods delivery considering customer satisfaction. Expert Systems with Applications, 220, 119712.
Lovelock, C., & Wirtz, J. (2011). Services Marketing: People, Technology and Strategy (7th Eds.). New Jersey: Prentice Hall, Inc.
Maharani, T., & Wahyuni, S. (2021). The Effect of Service Quality and Brand Image in the Air Cargo Industry on PT Garuda Indonesia (Persero) Tbk Customer Satisfaction and Loyalty. International Conference on Business and Engineering Management (ICONBEM 2021), (pp. 71-83).
Mangiaracina, R., Perego, A., Seghezzi, A., & Tumino, A. (2019). Innovative solutions to increase last-mile delivery efficiency in B2C e-commerce: a literature review. International Journal of Physical Distribution & Logistics Management., 49(9), 901–920.
Marcysiak, A. (2021). Customer service quality management in the courier services market. Entrepreneurship and Sustainability Issues, 9(1), 190.
Marina, S., Pasha, K., Ricardianto, P., Octora, T., Olfebri, O., Rahmawati, A., Sianturi, T., Wiguna, E., Sitorus, P & Endri, E. (2023). Corporate image and service quality: Evidence from Indonesia Mass Rapid Transport.Uncertain Supply Chain Management, 11(3), 1265-1274.doi: 10.5267/j.uscm.2023.3.021
Martha, L., Primadewi, A., Priwirjanto, E., Fatmawati, E., Nahdiana, N., Yustina, I., & Hidayati, L. (2023). The effects of digital marketing, word of mouth, and service quality on the purchase decisions: An empirical study of food SMEs products. International Journal of Data and Network Science, 7(3), 1117-1124.
Meliyanih, M., Rachmawati, A., Sunaryo, H. B., & Rachman, I. (2021). The Effect of Service Quality and Delivery Accuracy in Facing High Season on Customer Satisfaction at Lion Parcel During Pandemic. Advances in Transportation and Logistics Research, 4.
Monphetch, N. (2022). Comparison of Service Quality and Satisfaction with Parcel Delivery Companies in Thailand on Generation Y Customers. Journal of Human and Society, Sisaket Rajabhat University, 6(1), 24–39.
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