Effect of Service Quality on Customer Satisfaction Through Brand Experience and Brand Awareness in Postal and Delivery Services

Abstract

At present, E-Commerce in Indonesia is increasing very fast compared to buying and selling activities in the digital world. It is noted that there are numbers of e-commerce that are growing rapidly in Indonesia, namely Lazada, Tokopedia, Shopee, BukaLapak and many others. With the development of e-commerce, the businessmen must be able to send their messages to customers well. There are several postal and delivery services companies in Indonesia, namely JNE, JnT, Pos Indonesia, Tiki and others. The purpose of conducting this research is to be able to provide input to the parties engaged in the field of postal and delivery services in order to find out what can affect customer satisfaction and increase its influence. Besides that this research also helps to provide new knowledge to the world of academics in the field of marketing management.