Main Article Content
Abstract
The rapid development of the e-commerce industry has driven the increasing demand for fast, accurate, and quality shipping services. Lion Parcel, as one of the logistics companies growing in Indonesia, strives to meet customer expectations through improved service quality, punctuality, and competitive pricing. The city of Yogyakarta, which is one of the national e-commerce activity centers, becomes a strategic area that presents both challenges and opportunities for Lion Parcel in maintaining customer satisfaction. The purpose of this research is to determine the extent of the influence of service quality, punctuality, and price perception on the satisfaction of e-commerce customers using Lion Parcel services in Yogyakarta.This study applies quantitative methods by distributing questionnaires to 100 respondents. Sampling was done using the purposive sampling method. The instrument was tested using reliability and validity tests. Data analysis techniques include multicollinearity tests, normality tests, heteroscedasticity tests, multiple linear regression analysis, F tests, and T tests.The research findings show that the three variables, namely price perception, punctuality, and service quality have a significant impact on customer satisfaction, both simultaneously and partially. Referring to the T test, it was obtained that service quality has a significance value of 0.006 <0.05; punctuality 0.001 <0.05; and price perception 0.001 <0.05, which means that all three have a partial impact on customer satisfaction. In addition, the F test shows that the three variables also have a simultaneous effect with a significance value of 0.001 <0.05 and a calculated F value of 7726.863> F table 2.699.