The Effect of Logistics Service Quality On Customer Satisfaction and Customer Loyalty For Shopee Users Indonesia

The Effect of Logistics Service Quality On Customer Satisfaction and Customer Loyalty For Shopee Users Indonesia

Barbara Lorentsia, Fitri Novika Widjaja, Veny Megawati

The Effect of Logistics Service Quality On Customer Satisfaction and Customer Loyalty For Shopee Users Indonesia

This study aims to examine the effect of timeliness, availability, condition, return, order accuracy and order discrepancy handling on customer satisfaction and customer loyalty in Shopee users. Respondents in this study were users of Shopee in Indonesia. The data taken for this study were 185 respondents in Surabaya who had made transactions more than 3 times in the last 3 months on the Shopee application and respondents who had used the return and customer service feature. The data that has been collected is then analyzed with the Structural Equation Modeling (SEM) measurement model using IBM SPSS version 24 and Smart PLS 4 software. After the data processing process, the results show that the condition and return variable does not have a significant effect on customer satisfaction. Meanwhile, the variables of timeliness, availability, order accuracy and order discrepancy handling have a positive and significant effect on customer satisfaction and the variable timeliness, availability, condition, return, and customer satisfaction have a positive and significant effect on customer loyalty in Shopee users in Indonesia.

2025/06/15

https://insyma.org/proceedings/files/articles/Fitri_Novika_Widjaja.pdf

https://insyma.org/proceedings/items/show/414

Return, Order Accuracy, Order Discrepancy Handling, Customer Satisfaction, Customer Loyalty

631

636

3047-857X

Proceedings of the International Symposium on Management (INSYMA)

22

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

Barbara Lorentsia

Fitri Novika Widjaja

Veny Megawati

103

Barbara Lorentsia, Fitri Novika Widjaja, Veny Megawati