Essential Drivers of Customer Satisfaction in using Shopee Apps: A Perspective of Logistic Service Dimensions

Adi Prasetyo Tedjakusuma; Kevin Richard Harly; Erna Andajani

doi:10.14414/jbb.v13i2.4165

Vol. 13 No. 2 (2023), Articles

Vol. 13 No. 2 (2023) Pages 193-211

Essential Drivers of Customer Satisfaction in using Shopee Apps: A Perspective of Logistic Service Dimensions

Adi Prasetyo Tedjakusuma⁺⁻
Kevin Richard Harly⁺⁻
Erna Andajani⁺⁻

Adi Prasetyo Tedjakusuma

Universitas Surabaya, Surabaya, Jawa Timur, Indonesia

Kevin Richard Harly

Universitas Surabaya, Surabaya, Jawa Timur, Indonesia

Erna Andajani

Universitas Surabaya, Surabaya, Jawa Timur, Indonesia

DOI: 10.14414/jbb.v13i2.4165

Published 2024-01-25 — Updated on 2024-03-25

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Keywords

E-commerce
Customer satisfaction
Logistic service dimensions

How to Cite

Tedjakusuma, A. P., Harly, K. R., & Andajani, E. (2024). Essential Drivers of Customer Satisfaction in using Shopee Apps: A Perspective of Logistic Service Dimensions. Journal of Business & Banking, 13(2), 193-211. https://doi.org/10.14414/jbb.v13i2.4165 (Original work published 2024)

Abstract

This study was motivated by authors’ curiosity to study Shoppe as a booming e-commerce
company, while logistics services are critical for Shopee’s success in term of satisfying
its customers. This study aims to examine how factors of logistic dimensions affect
customer satisfaction of Shoppe and is basic research. The authors applied a correlational
research type with a quantitative approach. The primary data were obtained directly from
respondents by distributing a questionnaire. They were analyzed using SEM approach
and Analysis of Moment Structures (AMOS) software. The results show that of 7
hypotheses are supported. All factors of logistics dimensions: availability, delivery time,
shipping cost, delivery reliability, product quality and condition, consumer complaint
and return policy, and information quality affect customer satisfaction. This implies that
Shoppe must make its stocks available, ensure its delivery time on time, pay attention
on its shipping cost, ensure the delivery of goods is in accordance with the conditions
applied, the product packaging during shipping is not damaged, a simple return policy,
provide information that meets expectations to satisfy its consumers. The present study
can shed light on the logistics services dimensions that align with customer expectations
in the e-commerce industry. Understanding these crucial logistics dimensions can enable
Shopee to better tailor their logistics operations to meet and exceed customer needs,
ultimately resulting in satisfaction.

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Essential Drivers of Customer Satisfaction in using Shopee Apps: A Perspective of Logistic Service Dimensions

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