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THE INFLUENCE OF WORD OF MOUTH (WOM), SHIPPING COSTS, DELIVERY TIMELINESS AND CONSUMER TRUST ON THE DECISION TO USE J&T EXPRESS DROP POINT TEGAL DELIVERY SERVICES

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Published
January 30, 2026

Keywords
word of mouth (wom), shipping cost, delivery timeliness, consumer trust and purchase decision

Muhammad Yogi Santoso
Pancasakti University Tegal
Makmur Sujarwo
Pancasakti University Tegal
Sari Wiyanti
Pancasakti University Tegal

Abstract

This study aimed to determine the influence of Word of Mouth (WOM), shipping costs, delivery timeliness and consumer trust on the decision to use J&T Express Drop Point Tegal delivery services. The results of this study obtained; 1.) Word of mouth has a partial effect on the decision to use with a calculated t value of 3.364> 1.983 with a significant value of 0.001 <0.05. 2.) Shipping costs have a partial effect on the decision to use with a calculated t value of 2.613> 1.983 with a significant value of 0.010 <0.05. 3.) Delivery timeliness has a partial effect on the decision to use with a calculated t value of 3.818> 1.983 with a significant value of 0.000 <0.05. 4.) Consumer trust has a partial effect on the decision to use with a calculated t value of 2.135> 1.983 with a significant value of 0.035 <0.05. 5.) Word of Mouth (wom), shipping costs, on-time delivery and consumer confidence in usage decisions with a calculated F value of 20.357 > F table 2.46 with a significant value of 0.000 < 0.05. And has an influence of 43.9% as shown in the coefficient of determination (Adjusted R2) of 0.439.

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