Customer Satisfaction among J&T Users in Terengganu

Siti Noor Aishah Mohd Sidik, Hanis Athirah Abd Sukor, Nur Fatwa Atiqah, Aiezwa Zetty Syafina Saedon, Fatin Syafiqah Mohd Apandi and Muhammad Kamal Fudhail Mohd Rahim
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Siti Noor Aishah Mohd Sidik: Faculty Business and Management, Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia
Hanis Athirah Abd Sukor: Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia
Nur Fatwa Atiqah: Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia
Aiezwa Zetty Syafina Saedon: Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia
Fatin Syafiqah Mohd Apandi: Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia
Muhammad Kamal Fudhail Mohd Rahim: Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 9, 352-362

Abstract: Service delivery plays a vital role since the buying behavior has changed. The customer prefers to buy products online and expects products to be delivered on time and in the best condition. This phenomenon is a challenge to the company to always maintain the best service to the customer and compete with other competitors. This study wants to identify the factors that influence satisfaction among J&T users. The service quality dimension, which is tangibility, reliability, assurance, empathy, and responsiveness, is all under investigation. This sample of this study consisted of J&T uses from Terengganu. 300 questionnaires were distributed to respondents via online, and 249 data were collected and usable. The questionnaire feedback was analyzed using SPSS to access the regression effect of each research variable. The study discovered that tangibility, reliability, empathy, and responsiveness influence customer satisfaction. Regression analysis also proven that empathy is the most critical factor impacting customer satisfaction. The findings as a guideline for service delivery companies to always upgrade the service to the customers.

Date: 2024
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