Quantitative analysis reveals service quality dimensions significantly affect customer satisfaction in delivery services, indicating vital improvement areas.
Key Points
Customer satisfaction is significantly influenced by all five dimensions of service quality, emphasizing their collective importance.
The analysis shows a coefficient of determination of 0.836, indicating that service quality explains 83.6% of the variation in customer satisfaction.
Physical proof and empathy were found to negatively impact customer satisfaction, contrasting with the positive effects of assurance, responsiveness, and dependability.
Improving assurance, responsiveness, and dependability is crucial for maintaining customer loyalty and increasing satisfaction in delivery services.