PENGARUH FITUR REAL-TIME TRACKING PADA JASA EKSPEDISI TERHADAP KEPUASAN PELANGGAN DALAM PELACAKAN PENGIRIMAN

    Mohamad Fauzan Yaqdhan, - and Yayat, - and Dwi Novi Wulansari, - (2025) PENGARUH FITUR REAL-TIME TRACKING PADA JASA EKSPEDISI TERHADAP KEPUASAN PELANGGAN DALAM PELACAKAN PENGIRIMAN. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Pertumbuhan e-commerce yang pesat di Indonesia telah meningkatkan kebutuhan akan layanan logistik yang cepat, transparan, dan dapat dipercaya. Salah satu elemen penting dalam menunjang layanan pengiriman adalah keberadaan fitur real-time tracking yang memungkinkan pelanggan memantau status pengiriman secara aktual. Penelitian ini bertujuan untuk menganalisis pengaruh fitur real-time tracking Shopee Express terhadap kepuasan pelanggan dalam pelacakan pengiriman, serta menguji peran mediasi transparansi informasi dan kepercayaan pelanggan dalam hubungan tersebut. Penelitian ini menggunakan metode kuantitatif dengan pendekatan kausal-eksplanatori. Data dikumpulkan melalui kuesioner online yang disebarkan kepada 100 responden yang berdomisili di Kota Bandung dan telah menggunakan fitur pelacakan minimal tiga kali dalam enam bulan terakhir. Teknik analisis yang digunakan meliputi regresi linear sederhana dan analisis mediasi dengan pendekatan bootstrapping menggunakan PROCESS Macro Model 4. Hasil penelitian menunjukkan bahwa fitur real-time tracking berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Selain itu, variabel transparansi informasi dan kepercayaan pelanggan terbukti memediasi hubungan antara real-time tracking dan kepuasan pelanggan secara signifikan, sehingga hubungan tersebut termasuk dalam kategori mediasi parsial. Temuan ini menegaskan bahwa efektivitas fitur pelacakan tidak hanya dinilai dari fungsionalitas teknisnya, tetapi juga dari persepsi pelanggan terhadap kejelasan informasi dan rasa percaya yang dibangun selama proses pengiriman. Penelitian ini memberikan kontribusi teoritis dalam pengembangan layanan logistik berbasis digital dan memberikan implikasi praktis bagi penyedia jasa pengiriman untuk terus meningkatkan kualitas layanan pelacakan secara menyeluruh. The rapid growth of e-commerce in Indonesia has significantly increased the demand for fast, transparent, and reliable logistics services. One crucial component in supporting delivery services is the availability of real-time tracking features, which allow customers to monitor the status of their shipments in real-time. This study aims to analyze the influence of the real-time tracking feature of Shopee Express on customer satisfaction in shipment tracking, while also examining the mediating roles of information transparency and customer trust. A quantitative causal-explanatory method was employed, with data collected through an online questionnaire distributed to 100 respondents residing in Bandung who had used the tracking feature at least three times in the last six months. The data were analyzed using simple linear regression and mediation analysis with bootstrapping through PROCESS Macro Model 4. The findings indicate that the real-time tracking feature significantly and positively affects customer satisfaction. Furthermore, both information transparency and customer trust significantly mediate the relationship between real-time tracking and customer satisfaction, suggesting a partial mediation effect. These results highlight that the effectiveness of tracking features is not only measured by their technical functionality, but also by how they influence customer perceptions regarding information clarity and trust in the delivery process. This study offers theoretical contributions to the development of digital logistics services and provides practical implications for delivery service providers to enhance the overall quality of tracking features.

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    Official URL: https://repository.upi.edu
    Item Type: Thesis (S1)
    Additional Information: https://scholar.google.com/citations?hl=en&authuser=1&user=9gBt3KMAAAAJ ID SINTA Dosen Pembimbing: Yayat: 5994024 Dwi Novi Wulansari: 6745877
    Uncontrolled Keywords: Kepercayaan Pelanggan, Kepuasan Pelanggan, Real-Time Tracking, Shopee Express, Transparansi Informasi Customer Satisfaction, Customer Trust, Information Transparency, Real-Time Tracking, Shopee Express
    Subjects: L Education > L Education (General)
    T Technology > T Technology (General)
    T Technology > TA Engineering (General). Civil engineering (General)
    Divisions: Fakultas Pendidikan Teknik dan Industri > Teknik Logistik - S1
    Depositing User: Mohamad Fauzan Yaqdhan
    Date Deposited: 06 Oct 2025 17:11
    Last Modified: 06 Oct 2025 17:11
    URI: http://repository.upi.edu/id/eprint/142049

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