ANALYSIS OF DELIVERY DELAYS ON CUSTOMER SATISFACTION IN THE WATERBAS REFILL WATER BUSINESS

Abstract

This study aims to determine the effect of delivery delays on customer satisfaction at the WATERBAS refill water business located in Pondok Aren District, Pondok Karya Sub-district. The research employed a descriptive qualitative method with data collected through interviews with seven active WATERBAS customers. The results show that most customers have experienced delivery delays, mainly due to bad weather and high delivery demand. Nevertheless, customers remain satisfied due to the good water quality, affordable prices, and friendly service. Delivery delays were found to reduce the level of satisfaction, but their impact can be minimized through effective communication and confirmation from the business. Overall, WATERBAS is able to maintain customer satisfaction and loyalty through consistent and professional service quality.