Tujuan penelitian ini untuk mengetahui pengaruh ketepatan waktu pengiriman, service recovery dan kualitas sistem aplikasi terhadap kepuasan pelanggan. Jenis penelitian ini adalah penelitian kuantitatif. Populasi dalam penelitian ini adalah pengguna Tokopedia di Kabupaten Kuningan dengan metode pengambilan sampel lemeshow sehingga didapatkan sampel sebanyak 385 responden. Teknik sampel menggunakan non probability sampling. Teknik pengumpulan data menggunakan teknik angket. Skala angket yang digunakan berupa skala interval 1-7. Analisis data menggunakan analisis regresi linear berganda dengan bantuan aplikasi SPSS 25. Hasil penelitian ini menunjukkan bahwa: (1) ketepatan waktu pengiriman, service recovery dan kualitas sistem aplikasi secara simultan mempunyai pengaruh yang signifikan terhadap kepuasan pelanggan. (2) ketepatan waktu pengiriman berpengaruh positif dan signifikan terhadap kepuasan pelanggan. (3) service recovery berpengaruh positif dan signifikan terhadap kepuasan pelanggan. (4) kualitas sistem aplikasi berpengaruh positif dan signifikan terhadap kepuasan pelanggan.
Kata Kunci: Ketepatan Waktu Pengiriman, Serivce Recovery, Kualitas Sistem Aplikasi, Kepuasan Pelanggan

The aim of this study was to determine the effect of delivery timeliness, service recovery and application system quality on customer satisfaction. this type of research was quantitative research. the population in this study were Tokopedia users in Kuningan Regency with the lemeshow sampling method so that a sample of 385 respondents was obtained. the sample technique used non probability sampling. the data collection technique used a questionnaire technique. the questionnaire scale used is an interval scale of 1-7. data analysis used multiple linear regression analysis assisted by the spss 25 application. the results of this study indicate that: (1) delivery timeliness, service recovery and application system quality simultaneously had significant affect on customer satisfaction. (2) on time delivery had a positive and significant effect on customer satisfaction. (3) service recovery had a positive and significant effect on customer satisfaction. (4) application system quality had a positive and significant effect on customer satisfaction.
Keywords: Delivery Timeliness, Service Recovery, Application System Quality, Customer Satisfaction