Analysis of the Impact of Delivery Speed within Service Quality on E-commerce Customer Trust
Keywords:
Delivery Speed, Customer Trust, E-commerce, Service QualityAbstract
This study examines the impact of delivery speed as a standalone dimension of service quality on customer trust within the Indonesian e-commerce sector. Amidst the rapid growth of digital transactions, logistics efficiency specifically timeliness and consistency has shifted from a service differentiator to a fundamental market standard. Using a quantitative explanatory research design, data were collected via structured surveys from 100 active e-commerce users through purposive sampling. The data were analyzed using simple linear regression and processed with SMARTPLS software.Descriptive results indicate high average values for both delivery speed (25.3858) and customer trust (39.3622), reflecting positive consumer perceptions. The inferential analysis confirms that delivery speed has a positive and significant effect on customer trust (t = 5.480, p < 0.05). The Adjusted R Square value of 0.886 reveals that delivery speed explains 88.6% of the variation in customer trust. These findings reinforce the theoretical importance of reliability and responsiveness in mitigating post-purchase uncertainty. Practically, the study underscores the necessity for e-commerce players to optimize last-mile logistics to sustain long-term digital business competitiveness
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