An Empirical Analysis on the Influence of On-Time Delivery on Generation Z Customer Loyalty Mediated by Payment Methods

Abstract

One of the reasons why consumers are loyal to a business or product is punctuality. Therefore, this study will investigate whether on-time payment affects customer loyalty. This study will use a quantitative approach. The Partial Least Square Path Model (PLS-SEM) is used for data analysis. Generation Z was convicted in the province of North Sumatra. The results show that Gen Z customers at the Lazada Store in North Sumatra Province greatly benefit from payment options and on-time delivery, both of which have a positive and significant impact on customer loyalty.