Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan E-Commerce Shopee | Jurnal Informatika Ekonomi Bisnis

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Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan E-Commerce Shopee

Rizal Awaluddin Firdaus Department of Management, Faculty of Business and Economics Universitas Islam Indonesia, Sleman, Special Region of Yogyakarta Indonesia Budi Astuti Department of Management, Faculty of Business and Economics Universitas Islam Indonesia, Sleman, Special Region of Yogyakarta Indonesia DOI: https://doi.org/10.37034/infeb.v6i4.983 Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, Means-End Chain Theory, PLS-SEM, E-commerce Abstract This study explores the impact of service quality on customer satisfaction and loyalty on the Shopee e-commerce platform, using Means-End Chain Theory (MEC) as the theoretical foundation. The research employs a quantitative method, with primary data collected through an online questionnaire. Conducted in Yogyakarta, the study involves 260 respondents selected using purposive sampling, targeting users of the Shopee app or website. The data is analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The study measures five dimensions of service quality: efficiency, fulfillment, privacy & security, responsiveness, and accessibility. The results show that efficiency, accessibility, privacy & security, and responsiveness have a positive and significant impact on customer satisfaction. In contrast, fulfillment does not significantly affect satisfaction. For customer loyalty, efficiency and responsiveness have a significant impact, while accessibility, privacy & security, and fulfillment do not. These findings provide valuable insights for Shopee to enhance specific aspects of service quality to improve customer satisfaction and loyalty. Downloads Download data is not yet available. References Budiman, A., Yulianto, E., & Saifi, M. (2020). Pengaruh E-Service Quality terhadap E-Satisfaction dan E- Loyalty Nasabah Pengguna Mandiri Online. Profit, 14(01), 1–11. DOI: https://doi.org/10.21776/ub.profit.2020.014.01.1 . Sheng, T., & Liu, C. (2010). 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Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce. The Journal of Asian Finance, Economics and Business, 7(10), 283–293. DOI: https://doi.org/10.13106/jafeb.2020.vol7.n10.283 .	Download Published 2024-09-30 Issue Vol. 6, No. 4 (December 2024) Section Articles How to Cite Firdaus, R. A., & Astuti, B. (2024). Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan E-Commerce Shopee. Jurnal Informatika Ekonomi Bisnis, 6(4), 765-769. https://doi.org/10.37034/infeb.v6i4.983 ACM ACS APA ABNT Chicago Harvard IEEE MLA Turabian Vancouver Download Citation Endnote/Zotero/Mendeley (RIS) BibTeX This work is licensed under a Creative Commons Attribution 4.0 International License.

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