PENGARUH SISTEM PENGIRIMAN LAZADA EXPRESS TERHADAP KEPUASAN PELANGGAN DI WILAYAH PERKOTAAN

Abstrak

This study aims to analyze how the delivery system implemented by Lazada Express (Lastana Indonesia) affects customer satisfaction, particularly in urban areas. With the increasing reliance on online shopping, delivery speed and accuracy have become critical indicators of service quality. This research uses a descriptive quantitative method by collecting data through customer satisfaction surveys. The results show that aspects such as punctuality, product condition upon arrival, and clarity of tracking information have a significant influence on customer satisfaction. These findings can serve as a reference for e-commerce logistics companies to improve the quality of their delivery services.