The Mediating Role of Online Tracking in the Relationship Between Delivery Timeliness and Customer Satisfaction in E-Commerce

Authors

  • David Pandapotan Sirait Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Marthaleina Ruminda Sitorus Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Esterlinus Edwin Lermatan Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Sekar Widyastuti Pratiwi Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Purbanuara Parlindungan Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/dijms.v7i3.6239

Keywords:

Customer Satisfaction, Online Tracking, Timeliness of Delivery

Abstract

This study aims to analyze the determinants of customer satisfaction in the e-commerce landscape by examining the roles of timeliness of delivery and online tracking. In a competitive market, customer satisfaction has become a crucial indicator of success, where logistics and supply chain management play a central role. This research proposes and tests a mediation model where online tracking is hypothesized to mediate the relationship between timeliness of delivery and customer satisfaction for Shopee Indonesia users. Using a quantitative approach, data were collected through a survey of 150 Shopee consumers in Indonesia and analyzed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results confirm that all four proposed hypotheses were accepted. The findings indicate a significant positive influence of timeliness of delivery on both online tracking and customer satisfaction. Online tracking also has a strong positive effect on customer satisfaction. Crucially, the study validates that online tracking acts as a significant mediator in the relationship between timeliness of delivery and customer satisfaction. These findings imply that e-commerce platforms must prioritize both the reliability of delivery and the transparency of the tracking process to enhance overall customer satisfaction.

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Published

2026-02-23

How to Cite

Sirait, D. P., Sitorus, M. R., Lermatan, E. E., Pratiwi, S. W., & Parlindungan, P. (2026). The Mediating Role of Online Tracking in the Relationship Between Delivery Timeliness and Customer Satisfaction in E-Commerce. Dinasti International Journal of Management Science, 7(3), 684–694. https://doi.org/10.38035/dijms.v7i3.6239

Issue

Vol. 7 No. 3 (2026): Dinasti International Journal of Management Science (January - February 2026)

Section

Articles

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Copyright (c) 2026 David Pandapotan Sirait, Marthaleina Ruminda Sitorus, Esterlinus Edwin Lermatan, Sekar Widyastuti Pratiwi, Purbanuara Parlindungan

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