Essential Drivers of Customer Satisfaction in using Shopee Apps: A Perspective of Logistic Service Dimensions
DOI:
https://doi.org/10.14414/jbb.v13i2.4165Keywords:
E-commerce, Customer satisfaction, Logistic service dimensionsAbstract
This study was motivated by authors’ curiosity to study Shoppe as a booming e-commercecompany, while logistics services are critical for Shopee’s success in term of satisfyingits customers. This study aims to examine how factors of logistic dimensions affectcustomer satisfaction of Shoppe and is basic research. The authors applied a correlationalresearch type with a quantitative approach. The primary data were obtained directly fromrespondents by distributing a questionnaire. They were analyzed using SEM approachand Analysis of Moment Structures (AMOS) software. The results show that of 7hypotheses are supported. All factors of logistics dimensions: availability, delivery time,shipping cost, delivery reliability, product quality and condition, consumer complaintand return policy, and information quality affect customer satisfaction. This implies thatShoppe must make its stocks available, ensure its delivery time on time, pay attentionon its shipping cost, ensure the delivery of goods is in accordance with the conditionsapplied, the product packaging during shipping is not damaged, a simple return policy,provide information that meets expectations to satisfy its consumers. The present studycan shed light on the logistics services dimensions that align with customer expectationsin the e-commerce industry. Understanding these crucial logistics dimensions can enableShopee to better tailor their logistics operations to meet and exceed customer needs,ultimately resulting in satisfaction.References
Ahdiat, A. (2023, May 3). 5 E-Commerce dengan Pengunjung Terbanyak Kuartal I 2023. 5 E-Commerce dengan Pengunjung Terbanyak Kuartal I 2023.
Alzoubi, H. M., Ahmed, G., & Alshurideh, M. (2022). An empirical investigation into the impact of product quality dimensions on improving the order winners and customer satisfaction. International Journal of Productivity and Quality Management, 36(2),169. https://doi.org/10.1504/IJPQM.2022.124711
Anwer AL-Shboul, M. (2022). An investigation of transportation logistics strategy on manufacturing supply chain responsiveness in developing countries: the mediating role of delivery reliability and delivery speed. Heliyon, 8(11), e11283. https://doi.org/10.1016/j.heliyon.2022.e11283
Badghish, S., Stanton, J., & Hu, J. (2015). An Exploratory Study of Customer Complaint Behaviour (CCB) in Saudi Arabia. Asian Journal of Business Research, 4(3). https://doi.org/10.14707/ajbr.150004
Chaerani, D., Saksmilena, S., Irmansyah, A. Z., Hertini, E., Rusyaman, E., & Paulus, E. (2023). Benders Decomposition Method on Adjustable Robust Counterpart Optimization Model for Internet Shopping Online Problem. Computation, 11(2), 37. https://doi.org/10.3390/computation11020037
Cotarelo, M., Calderón, H., &Fayos, T. (2021). A further approach in Omni channel LSQ, satisfaction and customer loyalty. International Journal of Retail & Distribution Management, 49(8), 1133–1153. https://doi.org/10.1108/IJRDM-01-2020-0013
Ginting, Y. M., Chandra, T., Miran, I., &Yusriadi, Y.
(2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Gök, O., Ersoy, P., &Börühan, G. (2019). The effect of user manual quality on customer satisfaction: the mediating effect of perceived product quality. Journal of Product & Brand Management, 28(4), 475–488. https://doi.org/10.1108/JPBM-10-2018-2054
Gulfraz, M. B., Sufyan, M., Mustak, M., Salminen, J., &
Srivastava, D. K. (2022). Understanding the impact of online customers’ shopping experience on online impulsive buying: A study on two leading E-commerce platforms. Journal of Retailing and Consumer Services, 68, 103000. https://doi.org/10.1016/j.jretconser.2022.103000
Huang, W.-H., Shen, G. C., & Liang, C.-L. (2019). The ef
fect of threshold free shipping policies on online shoppers’ willingness to pay for shipping. Journal of Retailing and Consumer Services, 48, 105–112. https://doi.org/10.1016/j.jretconser.2019.01.015
Ilieva, G., Yankova, T., Klisarova, S., &Dzhabarova, Y.
(2022a). Customer Satisfaction in e-Commerce during the COVID-19 Pandemic. Systems, 10(6), 213. https://doi.org/10.3390/systems10060213
Ilieva, G., Yankova, T., Klisarova, S., &Dzhabarova, Y. (2022b). Customer Satisfaction in e-Commerce dur-ing the COVID-19 Pandemic. Systems, 10(6), 213. https://doi.org/10.3390/systems10060213
Koay, K. Y., Cheah, C. W., & Chang, Y. X. (2022). A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches. British Food Journal, 124(12), 4516–4532. https://doi.org/10.1108/BFJ-10-2021-1169
Kotler, P., Keller, K. L., Brady, M., Goodman, M., & Hansen, T. (2019). Marketing Management (Vol. 1). Pearson UK.
Koufteros, X., Droge, C., Heim, G., Massad, N., & Vickery, S. K. (2014). Encounter Satisfaction in E-tailing: Are the Relationships of Order Fulfillment Service Quality with its Antecedents and Consequences Moderated by Historical Satisfaction? Decision Sci-ences, 45(1), 5–48. https://doi.org/10.1111/deci.12056
Naini, N. F., Sugeng Santoso, Andriani, T. S., Claudia, U. G., &Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences, 7(1), 34–50. https://doi.org/10.29244/jcs.7.1.34-50
Rizaty, M. A. (2023, January 24). Transaksi e-Commerce RI Tak Capai Target pada 2022. Https://Dataindonesia.Id/Digital/Detail/Transaksi-Ecommerce-Ri-Tak-Capai-Target-Pada-2022.
Rubab, N., Shoukat, S., Shaheen, M., & Sandhu, K. Y.
(2018). 53 The Impact of Website Designing Factors on Online Purchase Intention: Evidence from Fashion Brands The Impact of Website Designing Factors on Online Purchase Intention: Evidence from Fashion Brands.
Semuel, H., Wijaya, S., & Alianto, C. (2021). Pengaruh usability, information quality, dan interaction quality terhadap web revisit intention dan purchase intention website bali tourism board. Jurnal Manajemen Pemasaran, 15(1), 28–38. https://doi.org/10.9744/pemasaran.15.1.28-38
Sheu, P.-L., & Chang, S.-C. (2022). Relationship of service quality dimensions, customer satisfaction and loyalty in e-commerce: a case study of the Shopee App. Applied Economics, 54(40), 4597–4607. https://doi.org/10.1080/00036846.2021.1980198
Sugiyono. 2018. Metode Penelitian Kuantitatif, Kualitatif, dan R&D, penerbit Alfabeta, Bandung
Tjiptono, F. (2017). Service Management Mewujudkan Layanan Prima (3rd ed.). Yogyakarta : CV. Andi Offset.
Vasić, N., Kilibarda, M., Andrejić, M., & Jović, S. (2021).
Satisfaction is a function of users of logistics services in e-commerce. Technology Analysis & Strategic Management, 33(7), 813–828. https://doi.org/10.1080/09537325.2020.1849610
Phan, T.&Huynh, C.(2023). The Effect of Logistics Services Quality on Consumer Satisfaction in Fresh Food E-Commerce: Evidence from the South of Vietnam, Munich Personal RePEc Archive.
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing, 37(5), 1215–1233. https://doi.org/10.1108/IJBM-06-2018-0142
Zhao, H. (2019). Information Quality or Entities’ Interactivity Understanding the Determinants of Social Network-Based Brand Community Participation. Future Internet, 11(4), 87. https://doi.org/10.3390/fi11040087
Downloads
Published
Versions
- 2024-03-25 (2)
- 2024-01-25 (1)
How to Cite
Issue
Section
License
Copyright (c) 2024 Adi Prasetyo Tedjakusuma
This work is licensed under a Creative Commons Attribution 4.0 International License.
