Essential Drivers of Customer Satisfaction in Using Sho-pee Apps: A Perspective of Logistic Service Dimensions

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.