THE EFFECT OF USER EXPERIENCE AND E-SERVICE QUALITY ON USER SATISFACTION ON THE SHOPEE IN INDONESIA - Dalam bentuk buku karya ilmiah

V. MARVEL JOSHUA BATTI

Informasi Umum

Kode

25.04.1524

Klasifikasi

000 - General Works

Jenis

Karya Ilmiah - Skripsi (S1) - Reference

Subjek

Consumen Behaviour

Dilihat

56 kali

Informasi Lainnya

Abstraksi

The rapid expansion of the internet has significantly influenced consumer shopping habits worldwide, including in Indonesia. As one of the top e-commerce platforms, Shopee faces ongoing challenges in maintaining user satisfaction amidst fierce competition. Negative user reviews related to user experience and E-Service Qualitysuggest areas that require improvement. This study examines the impact of user experience and E-Service Qualityon customer satisfaction in the Shopee application in Indonesia.<br /> Using a quantitative research approach, data was gathered through surveys from 438 active Shopee users. The analysis was conducted using the Partial Least Squares- Structural Equation Modeling (PLS-SEM) method. The findings reveal that user experience dimensions such as attractiveness, clarity, reliability, stimulation, and novelty have a significant impact on e-E-Service Quality. Additionally, e-E-Service Quality, encompassing efficiency, system availability, fulfillment, and privacy, plays a crucial role in influencing customer satisfaction. Furthermore, the study identifies E- Service Qualityas a partial mediator in the relationship between user experience and customer satisfaction.<br /> By identifying key factors that shape customer satisfaction in e-commerce, this research provides valuable insights for Shopee to enhance its services and improve the overall user experience, thereby increasing customer satisfaction.<br />