The Influence of Service Quality in Increasing J&T Express Customer Satisfaction
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Abstract
The rapid development of technology and digitalization has significantly driven the growth of e-commerce in Indonesia, leading to an increased demand for fast and reliable delivery services. In this highly competitive logistics sector, companies are required to continuously enhance service quality to maintain customer satisfaction and attract new customers. One of the prominent logistics companies in Indonesia is J&T Express. Since its establishment, J&T Express has successfully built a reputation as a reliable expedition service provider, known for its wide service coverage across the country and its fast, innovative delivery solutions. This article presents a review aimed at examining the effect of service quality on customer satisfaction with J&T Express. The review utilizes a Systematic Literature Review (SLR) approach based on relevant studies published in journals indexed by Google Scholar from 2018 to 2023. The findings of the review indicate that service quality has a positive and significant impact on customer satisfaction.
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