The customer satisfaction model on online delivery service

Abstract

The purpose of this research is to develop a model which describes the factors that affect the customer satisfaction using online delivery services, case study on Go-Send Services. The Factors that influence customer satisfaction are identified through understanding the influence of company image and service quality. This research also indicates that customer retention is influenced by customer satisfaction simultaneously and service quality directly. Research model testing was conducted by using the approach of Structural Equation Model with sample data obtained based on online survey of 150 respondents who have been using Go-send delivery Services. The result shows that service quality has a positive impact on company image and customer satisfaction. It also shows that there is a positive relationship between company image and customer satisfac-tion. Moreover, it also explores a negative relationship between customer satisfaction and customer retention.