Analysis of Sweetpeasbabynkids Customers using JNE Logistics

Services and J&T Express at Shopee

Shinta Wahyu Hati, and Nur Anisa

Department of Business Management, Politeknik Negeri Batam, Jl. Ahmad Yani, Batam, Indonesia

Keywords: Delivery, Customer, Shopee, Order.

Abstract: The purpose of this study was to determine the analysis results of Sweetpeasbabynkids customers who use

JNE and J&T Express logistics delivery services. The sampling uses purposive sampling techniques. The data

used are primary data obtained by distributing questionnaires to Sweetpeasbabynkids customers who shop at

Shopee using JNE services and J&T Express logistics delivery. The analysis technique used is descriptive

statistics using SPSS version 25 for windows. The results of data analysis show that from the perception of

J&T Express customers, the company sends the orders to customers faster, safer in sending orders to

customers, and more responsible in solving shipping problems than JNE.

1 INTRODUCTION

The development of increasingly advanced and

sophisticated technology and the quality of the

internet is increasing quickly in today's modern era.

The Internet is used as a means of exchanging data

and information quickly, accessing literature,

communicating close and long distance, product

promotion and so forth.

Riyanto (2015) describes the involvement of the

internet in business functions to provide information

to online consumers both in the form of e-mail

media, promotions, electronic questionnaires,

bulletin boards, and mailing lists, so consumers can

participate proactively and interactively in

designing, developing, marketing, and selling

services or products.

The lifestyle of people in the modern era is

increasingly instantaneous. Many people are

looking for something practical to meet their daily

needs. It affects the factors of consumer spending in

the current era. Increasing internet penetration

makes consumers have a variety of choices to buy

goods they need through e-commerce platforms.

In this study, researchers will discuss one of the

Consumer-to-Consumer Shopee E-commerce

models. Shopee is a mobile-based E-commerce

application. Shopee is one of the largest mobile

platform applications in Indonesia, Shopee offers

easy online buying and selling, free shipping, and is

safe via mobile or website.

At Shopee's market place there are supporting

logistics delivery services that deliver goods to

customers, Sweetpeasbabynkis online. Most

customers choose to use JNE and J&T Express

logistics services, JNE is a shipping service

company in Indonesia that has expanded its

domestic network throughout Indonesia and J&T

Express is a new shipping service company in

Indonesia that is growing rapidly and has carried out

express delivery between cities, outside cities, and

between provinces.

Sweetpeasbabynkids is online seller that sells a

variety of maternal and child equipment that markets

its products through the Shopee and Instagram

applications. Sweetpeasbabynkids is led by Herlina

as the main Director and has 5 employees. At

Shopee, Sweetpeasbabynkids has 31,000 followers

and has a total of 823 products that have been sold

and consists of Herlina as the main Director and her

5 employees Fragment. Consider rewriting or

removing.

This study will analyze customers who

frequently shop at Shopee who use JNE and J&T

Express logistics delivery services, while the

problem formulation of this study is how

Sweetpeasbabynkids customers' perceptions of

shopping use JNE and J&T Express logistics

delivery services.

Hati, S. and Anisa, N.

Analysis of Sweetpeasbabynkids Customers using JNE Logistics Services and JT Express at Shopee.

DOI: 10.5220/0010353902530262

In Proceedings of the 2nd International Conference on Applied Economics and Social Science (ICAESS 2020) - Shaping a Better Future Through Sustainable Technology, pages 253-262

ISBN: 978-989-758-517-3

253

2 METHOD

2.1 Population and Sample

In this study the population used is

Sweetpeasbabynkids customers who frequently shop

at Shopee using JNE and J&T Express logistics

delivery services. The population in this study

amounted to 134 customers in one month. This study

uses a purposive sampling technique in determining

research samples where the number of respondents

to be sampled are 100 respondents.

This research uses quantitative research by using

a descriptive approach. Quantitative research

methods are a type of systematic investigative

research by collecting quantifiable data and

performing statistical, mathematical, or

computational techniques. Quantitative research

collects information from customers using a

sampling method and distributes questionnaires, the

results of which can be described in numerical form.

This study uses a descriptive approach with the

aim of describing the object of research or research

results. The descriptive understanding according to

Sugiyono (2012) is a method that serves to describe

or give an overview of the object under study through

data or samples that have been collected. Before

conducting the analysis to get a conclusion from the

problems, there are several stages of data processing

that must be done. The data processing stage is as

shown below:

Figure 1: Data Processing Stage.

3 RESULT AND DISCUSSION

3.1 Descriptive Statistics

3.1.1 Gender

Of the 100 respondents, female customers were 80

people or 80% more than male customers, which were

20 or 20%. Many Sweetpeasbabynkids customers are

female because women better understand the needs of

children. Women also hold family finances and can

determine what items are needed and women shop

more frequently online.

Figure 2: Gender.

3.1.2 Age Groups

Figure 3: Age of Respondents.

Of the 100 respondents surveyed, the customers who

bought the most by using the JNE and J&T

expeditions were customers aged 33-37 years totaling

38 or 38%, then customers aged 28-32 years totaling

27 or 27%, customers aged 23-27 years totaling 23 or

23%, customers aged 18-22 years totaling 9 or 9%,

customers aged 18-22 years totaling 9 or 9% and

finally customers aged> 37 years totaling 3 or 3%.

The age of the most bought online

Sweetpeasbabynkids is 33-37-year-old because the

age of 33-37 year is the age of a family and the age

that is looking for children's equipment needs.

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3.1.3 Respondent Order Status

Figure 4: Respondents Order Status.

Of the 100 respondents, customers who have Reseller

order status are 61 or 61% more than customers who

have an individual booking status of 39 or 39%.

Resellers more often buy using JNE and J&T delivery

services than individuals, because resellers more

often buy Sweetpeasbabynkids products due to resale.

3.1.4 Total Respondent Orders in 1 Years

Figure 5: Total Respondent Orders in 1 Year.

Of the 100 respondents studied, the average order for

the most customers who buy the most in Shopee

Sweetpeasbabynkids in 1 year is <10 orders with 33

or 33%, then 31-40 orders with 16 or 16%,> 100

orders with 13 or 13%, 21-30 orders with an amount

of 11 or 11%, 11-20 orders with a number of 10 or

10%, 51-60 orders with an amount of 7 or 7%, 71-80

orders with an amount of 6 or 6%, 61- 70 orders with

an amount of 3 or 3%, and, the last, 91- 100 orders

with an amount of 1 or 1%.

Sweetpeasbabynkids customers place <10 orders

in average each year because there are more resellers

who buy in small quantities compared to resellers

who buy in large quantities.

3.1.5 Year of Respondent Subscription

Figure 6: Year of Respondent Subscription.

Of the 100 respondents, the average customer who

bought the most using the JNE and J&T expeditions

had subscribed for 1 year totaling 53 or 53%, then <1

year totaling 28 or 28%, and 2 years totaling 19 or

19%.

3.1.6 Total Respondent Orders Using JNE

Figure 7: Total Respondent Orders Using JNE.

Of the 100 respondents, the total number of customer

orders that most ordered using the JNE expedition

was <10 orders totaling 46 or 46%, then 11-20 orders

totaling 24 or 24%, 21-20 orders totaling 11 or 11%,

> 50 orders with an amount of 11 or 11%, and 31-40

orders with an amount of 8 or 8%. Total orders that

use JNE in a year were <10 orders due to the average

of most resellers who buy products in one year that

were <10 orders.

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3.1.7 Total Respondent Orders using JNT

Figure 8: Total Respondent Orders Using JNT.

Of the 100 respondents, the total number of customer

orders that most ordered using the JNT expedition

was <10 orders totaling 36 or 36%, then 11-20 orders

totaling 19 or 19%, > 50 orders totaling 16 or 16%,

31-40 orders with an amount of 15 or 15%, and 21-30

orders with an amount of 14 or 14%. The total orders

that use JNT in a year were <10 orders because on

average most resellers who buy products in one year

were <10 orders.

3.1.8 Items That Are Often Purchased using

JNE

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

using JNE expeditions ordered the most toys with 25

customers or 25% due to shipments of Batam toy

products having lower tax values compared to other

products at 17.5%. Because toy products have a low

price, so many customers buy toy products.

Figure 9: Item that are Often Purchased Using JNE.

3.1.9 Items That Are Often Purchased using

JNT

Figure 10: Item that are Often Purchased Using JNT.

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

by using the J&T expedition most ordered toy items

with a total of 20 customers or 20% due to shipments

from Batam toy products having a lower tax value

compared to other products, which is 17.5% toy

products have a low price so many customers buy toy

products.

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3.1.10 Average Price of Good using JNE

Figure 11: Average Price of Goods Ordered Using JNE.

Of the 100 respondents surveyed, on average

customers who shop at Shopee Sweetpeasbabynkids

using JNE expeditions order the most items at prices

of 50,000-200,000 with 70 customers or 70%, then

200,000-500,000 with 19 customers or 19%, <50,000

with 9 customers or 9%, and > 50,000 with 2

customers or 2%. The most customers order at the

price of goods of 50,000-200,000 because the goods

most customers buy are toys. Toys sold by

Sweetpeasbabynkids have prices around 50,000-

200,000.

3.1.11 Average Price of Good using JNT

Figure 12: Average Price of Goods Ordered Using JNT.

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

using the J&T expedition most ordered goods at

prices from 50,000 to 200,000 with 62 customers or

62%, then 200,000-500,000 with 33 customers or

33%, and finally <50,000 with 5 customers or 5%.

Most customers order at the price of goods of 50,000-

200,000 because the goods most customers buy are

toys, toys sold by Sweetpeasbabynkids have prices

around 50,000-200,000.

3.1.12 Respondents Who Have Experienced

Delivery Problem using JNE

Figure 13: Respondents Who Have Experienced Delivery

Problems Using JNE.

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

have experienced the most problems shipping using

JNE with a total of 72 customers or 72%, then

customers who have never experienced problems

sending using JNE with a total of 28 customers or

28%. Many customers of Sweetpeasbabynkids

answered yes, because in practice many customers

complained about JNE logistics delivery services. On

average, customers complained about old packets that

arrived at their destination.

3.1.13 Respondents Who Have Experienced

Delivery Problem using JNT

Figure 14: Respondents Who Have Experienced Delivery

Problems Using JNT.

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

have never experienced the most problems sending

using J&T with a total of 61 customers or 61%. Of

those customers who have experienced shipping

problems using J&T with a total of 39 customers or

Analysis of Sweetpeasbabynkids Customers using JNE Logistics Services and JT Express at Shopee

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39%, there are some customers who answered yes,

because in practice many customers complain that

J&T Express logistics delivery service is a bit late

delivering the order to the customer at the destination

and some customers of Sweetpeasbabynkids have

complained that the package received is damaged and

broken, because J&T' courier shipping service often

throws the package risking the package being

damaged.

3.1.14 Delivery Problems Faced using JNE

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

using JNE expeditions have the most problems of

sending old packages for up to a total of 48 customers

or 48% because JNE used by Sweetpeasbabynkids is

non-caseless, so packages that will come out of

Batam get more inspection from Batam customs, so it

requires a longer checking time. Therefore, the

package sent to the customer requires more delivery

time than the estimated delivery promised by JNE.

Figure 15: Delivery Problems Faced Using JNE.

3.1.15 Delivery Problems Faced using JNT

Of the 100 respondents studied, the average customer

who shopped at the Shopee Sweetpeasbabynkids

using the J&T expedition experienced the most

problems sending old packages to a total of 16

customers or 16%. The old package arrived from J&T

with 16 customers, not too many when compared to

JNE with 48 customers. In comparison, JNE sent

orders longer than J&T.

Figure 16: Delivery Problems Faced Using JNT.

3.1.16 How to File the JNE Delivery

Problems

Figure 17: How to File the JNE Delivery Problems.

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

by using JNE expeditions most submitted problems

with shipping by contacting the seller via chat feature

on Shopee with a total of 43 customers or 43%

because customers find it easier to contact the seller

via chat at Shopee instead of going directly to the JNE

counter.

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3.1.17 How to File the JNT Delivery

Problems

Figure 18: How to File the JNT Delivery Problems.

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

by using J&E expeditions most submitted problems

with shipping by contacting the seller via chat feature

in Shopee with a total of 18 customers or 18%

because customers find it easier to contact the seller

via chat at Shopee instead of going directly to the J&T

counter.

3.1.18 Length of Submission of Respondent

Delivery Issues in JNE Response

Figure 19: Length of Submission of Respondent Delivery

Issues in JNE Response.

Of the 100 respondents surveyed, on average,

customers who shop at Shopee Sweetpeasbabynkids

using JNE expeditions have the most time submitting

a shipping problem in the process for 3 days with a

total of 29 or 29% because after customers give a

delivery problem submission via chat at Shopee,

customer parcels arrive in 3 days after contacting the

seller.

3.1.19 Length of Submission of Respondent

Delivery Issues in JNT Response

Figure 20: Length of Submission of Respondent Delivery

Issues in JNT Response.

Of the 100 respondents surveyed, on average

customers who shop at Shopee Sweetpeasbabynkids

by using J&T expeditions have the most time for

submitting shipping problems in the process for 2 and

3 days with a total of 11 or 11% because after

customers provide submission of shipping problems

via chat at Shopee, on average the after contacting the

seller.

3.1.20 Solution to Shipping Problems using

JNE

Figure 21: Solution to Shipping Problems Using JNE.

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Of the 100 respondents studied, the most common

shipping problem solution provided by the JNE

expedition is to follow up the shipment in order to

quickly reach the amount of 56 or 56% because after

the customer submits a delivery problem to the seller

via chat on Shopee, the seller will proceed to JNE and

JNE will follow up the order follow up so that the

package arrives quickly to the customer.

3.1.21 Solution to Shipping Problems using

JNT

Of the 100 respondents studied, the most common

shipping problem solution provided by the J&T

expedition was to follow up on delivery in order to be

fast up to 27 or 27% because after the customer

submits a delivery problem to the seller via chat on

Shopee, the seller will proceed to J&T and J&T will

follow up on the order follow up so that the package

arrives quickly to the customer.

Figure 22: Solution to Shipping Problems Using JNE.

3.1.22 Faster Delivery Service for Sending

Orders

Of the 100 respondents studied, the faster delivery

service in sending customer orders was the J&T

expedition with a total of 74 or 74% of the JNE

expeditions with a total of 26 or 26 because the J&T

expedition used the cashless payment method so that

checking by customs was not so strict that the

package gets out quickly in the sorting process by

Batam customs.

Figure 23: Faster Delivery Service for Sending Orders.

3.1.23 Safer Shipping Service for Sending

Orders

Of the 100 respondents studied, the safer shipping

service in sending customer orders is the J&T

expedition with a total of 52 or 52% of the JNE

expeditions with a total of 48 or 48%, J&T is safer

compared to JNE because J&T uses a cashless

payment method so the tax paid by the customer

directly forwarded by Shopee to customs, so that the

inspection process by customs is not so strict, whereas

JNE is non-cashless so that customs clearance is

stricter and risking not passing customs checks and

goods are returned to the seller.

Figure 24: Safer Shipping Service for Sending Orders.

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3.1.24 The Shipping Service Is More

Responsible for Resolving Shipping

Issues

Figure 25: The Shipping Service is more Responsible for

Resolving Shipping Issues.

Of the 100 respondents studied, shipping services that

are more responsible for solving customer shipping

problems are J&T expeditions totaling 61 or 61% of

JNE expeditions totaling 39 or 39% because in

practice J&T is more responsible if the package is

damaged, and not complicated to arrange a refund if

the package sent by J&T is damaged. J&T is also not

complicated in the process of refunding if a package

is damaged, because it can fill out the submission

form by contacting the customer service via email,

and the length of the submission process also does not

require a long time.

4 CONCLUSIONS

This study aims to determine the results of perception

analysis of customers who often shop at Shopee who

use JNE and J&T Express logistics delivery services.

Based on the results of the research discussed above,

the conclusions of this study are as follows:

1. Faster delivery service in sending customer orders

at Shopee is the J&T expedition with a total of 74

respondents than the JNE expedition with a total

of 26 respondents.

2. Safer shipping service for sending customer

orders at Shopee is the J&T expedition with a total

of 52 respondents than the JNE expedition with a

total of 48 respondents.

3. The delivery service that is more responsible for

solving customer shipping problems at Shopee is

the J&T expedition with a total of 61 respondents

than the JNE expedition with a total of 39

respondents.

4. So, it can be concluded that the customer's

perception of J&T Express logistics shipping

services is superior to JNE logistics shipping

services.

ACKNOWLEDGEMENTS

The researcher also thanks all parties involved and

assisted in the completion of this research. Therefore,

the researcher would like to thank profusely to:

1. Sweetpeasbabynkids online store that has

provided researchers to conduct research by

taking Swetpeasbabynkids customer data and

communicating with customers.

2. Sweetpeasbabynkids customers who have taken

the time to fill out a questionnaire sent by

researchers via chat on Shopee.

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