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This study aims to determine the effect of customer satisfaction on the cash on delivery (COD) payment system on customer satisfaction of Trisakti Transportation and Logistics Institute students. The sample of this study used purposive sampling, i.e., as many as 100 customers use the COD payment system. This study uses primary and secondary data with the method of collecting data through questionnaires distributed to students of the Trisakti Transportation and Logistics Institute. Simple regression analysis is used to analyze the data, with customer satisfaction as the intervention variable and experience using COD as the moderator variable. The data was processed by the SPSS application. Findings suggested that the happiness and trust of experienced consumers utilizing the COD payment system had a statistically significant and positive impact on customer loyalty.

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Increase Loyalty Through Customer Satisfaction and Moderation of Customer Cash on Delivery Experience on Shopee Marketplace

  • 章节

  • 发表日期：

    2025年

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  • Marthaleina Ruminda,
  • Esti Liana,
  • Dinda Savitri,
  • Alfyan Bayu Pratama,
  • Faradina Ahmad

摘要

This study aims to determine the effect of customer satisfaction on the cash on delivery (COD) payment system on customer satisfaction of Trisakti Transportation and Logistics Institute students. The sample of this study used purposive sampling, i.e., as many as 100 customers use the COD payment system. This study uses primary and secondary data with the method of collecting data through questionnaires distributed to students of the Trisakti Transportation and Logistics Institute. Simple regression analysis is used to analyze the data, with customer satisfaction as the intervention variable and experience using COD as the moderator variable. The data was processed by the SPSS application. Findings suggested that the happiness and trust of experienced consumers utilizing the COD payment system had a statistically significant and positive impact on customer loyalty.