The Influence Of Product Availability Related To Quality, Delivery, And Information Related To Complaints On Customer Satisfaction In An Indonesian E-Commerce Company (Case Study Of Shopee Express)
Keywords:
Product Availability Relate To Quality, Delivery, Information Relate To Complaints, Customer Satisfaction.Abstract
This research discusses Shopee Express, a goods delivery service provided by Shopee. This service specializes in the field of goods delivery services. However, there are several problems faced by Shopee Express, related to product availability relate to quality, namely Shopee Express consumers complaining that the goods they received were damaged or even lost, as well as problems related to delivery, namely delays in delivery and complaints related to information relate to complaints, namely handling information that was not responded to by Shopee Express. This research adopts quantitative methods that include descriptive analysis and double linear regression. The study used the Indonesian population using the Shopee app and Shopee Express delivery services. The study applies quantitative research methods, which involve descriptive analysis and double linear regression. 385 using the measurement scale that is the ordinal scale. Data collected using SPSS version of Statistics 7. This study showed results that product availability related to quality is in the good category with a percentage of 70,5%, delivery in good category With a percent of 71.4%, information related to complaints related to information in the complaint category in both 69.9% and customer satisfaction of good category Based on the results of partial research, product availability related to quality, delivery, and complaint-related information has a positive as well as significant impact on customer satisfaction. Simultaneously the availability of products related to quality, delivery, information related to complaints has a positive as well as significant stake on customer satisfaction.
Downloads
References
Bhattacharjya, J., A. Ellison, dan S. T. (2016). An exploration of logistics related customer service provision on Twitter: The case of e-retailers. Jurnal Internasional Distribusi Fisik & Manajemen Logistik, 39. https://doi.org/ision on Twitter: The case of e-retailers org/10.1108/IJPDLM-01-2015-0007
Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40–49. https://doi.org/10.5539/ass.v8n13p40
Hati, S. W., & Juliati, A. (2019). Analisis Pengaruh Logistics Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Perusahan Logistik Jalur Nugraha Ekakurir (Jne). JURNAL AKUNTANSI, EKONOMI Dan MANAJEMEN BISNIS, 7(2), 240–249. https://doi.org/10.30871/jaemb.v7i2.1592
Hendayani, R., & Dharmawan, M. C. (2020). Strategies for Improving the Quality of Logistics Courier Services through Priority Problem-solving Based on Multiclass Classification. IOP Conference Series: Materials Science and Engineering, 879(1). https://doi.org/10.1088/1757-899X/879/1/012051
Huang, W. H., Shen, G. C., & Liang, C. L. (2019). The effect of threshold free shipping policies on online shoppers’ willingness to pay for shipping. Journal of Retailing and Consumer Services, 48(January), 105–112. https://doi.org/10.1016/j.jretconser.2019.01.015
Khairi, L. I., & Cahyadi, E. R. (2023). Pengaruh Logistics Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Pengguna JNE dan J&T Express di Jabodetabek. Jurnal Aplikasi Bisnis Dan Manajemen, 9(2), 671–683. https://doi.org/10.17358/jabm.9.2.671
Kotler, P. dan K. L. K. (2007). Manajemen Pemasaran I. PT.Indeks.
Luddington, B. and. (2016). Customer Complaints. Journal of Service Research.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Mentzer, J. T., Pemasaran, K., & Krapfel, R. E. (1989). Layanan Distribusi Fisik : A. 17.
Ramanathan, R. (2010). The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce. Transportation Research Part E: Logistics and Transportation Review, 46(6), 950–962. https://doi.org/10.1016/j.tre.2010.02.002
Saragih. (2013). “Pengaruh Kualitas Produk, Ketersediaan Produk Dan Gaya Hidup Terhadap Keputusan Pembelian Produk Lulur Mandi Sumber Ayu Di Jakarta.” MIX : Jurnal Ilmiah Manajemen 3.
Sitepu, E. A., & Marpaung, N. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Klinik Ms Glow (Studi pada Konsumen Ms Glow Aesthetic Clinic Medan). Journal of Social Research, 1(8), 908–915. https://doi.org/10.55324/josr.v1i8.186
Sugiyono. (2017). Metode penelitian Kuantitatif, Kualitatif, dan R&D.
Vasić, N., Kilibarda, M., Andrejić, M., & Jović, S. (2020). Satisfaction is a function of users of logistics services in e-commerce. Technology Analysis and Strategic Management, 33(7), 813–828. https://doi.org/10.1080/09537325.2020.1849610
Wijaya, M. H., & Rizani, N. C. (2022). Analisis Kepuasan Pelanggan Terhadap Pelayanan Shopee Express Dengan Metode Servqual. Presisi, 24(1), 41–50. https://ejournal.istn.ac.id/index.php/presisi/article/view/1145/763
