Muhammad Falihul Royhan (1), Yanda Bara Kusuma (2)
General Background: Logistics companies must maintain customer satisfaction amid digital commerce growth and intense courier competition. Specific Background: JNE Express Bojonegoro faces pressure from competitors, declining Top Brand Index performance, and rising consumer expectations for reliable delivery and digital tracking. Knowledge Gap: The combined role of service quality, delivery timeliness, and tracking system facilities required empirical testing in the Bojonegoro branch context. Aims: This study analyzes the simultaneous and partial relationships between service quality, delivery timeliness, tracking system facilities, and customer satisfaction. Results: Using a quantitative associative approach, data from 100 purposively selected respondents were analyzed through multiple linear regression with SPSS 25. The F-test showed that all three variables significantly related to customer satisfaction, with F = 40.596 and significance 0.000. Partial testing also showed positive significant results for service quality, delivery timeliness, and tracking system facilities. The model produced R = 0.961 and R Square = 0.924, meaning 92.4% of customer satisfaction variation was explained by the three variables. Novelty: This study integrates human service performance and digital tracking reliability in a local logistics service model. Implications: JNE Bojonegoro should prioritize responsive service, punctual delivery, and accurate user-friendly tracking.
Highlights:
Keywords: Service Quality, Delivery Timeliness, Tracking System, Customer Satisfaction, JNE Express.
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