E-Service and Logistics Service Quality in E-Commerce, Study Case: Shopee Indonesia

Dezenia Zain Rachmawati, Anna Amalyah Agus

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

E-commerce in Indonesia is growing fast. Nowadays, people tend to purchase things through e-commerce. However, the players within the e-commerce business not only e-commerce platform itself, but there are also logistics providers and customers. Both e-commerce and logistics services have service quality that plays an important role for the customer. This study uses descriptive research to analyses the impact of e-commerce service quality and logistics service quality on customer satisfaction and customer loyalty. This research used purposive sampling form Shopee Indonesia, as top 2 market leader in Indonesia Market. Data collected through online questionnaires with total respondents consisted of 546 Shopee users. Data is processed with Structural Equation Modelling method and for data analysis using LISREL software version 8.8. The results conclude that the e-service quality and logistics services quality both has a direct and positive impact on customer satisfaction and customer loyalty. This study helps e-commerce and logistics services to understand their customer so they can improve their service quality to keep existing customer and attract the new customer.

Original languageEnglish
Title of host publication2020 3rd International Conference on Computer and Informatics Engineering, IC2IE 2020
EditorsIndra Hermawan, Muhammad Yusuf Bagus Rasyidin, Malisa Huzaifa, Iklima Ermis Ismail, Asep Taufik Muharram, Anggi Mardiyono, Noorlela Marcheeta, Dewi Kurniawati, Ade Rahma Yuly, Ariawan Andi Suhanda
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages218-223
Number of pages6
ISBN (Electronic)9781728182476
DOIs
Publication statusPublished - 15 Sep 2020
Event3rd International Conference on Computer and Informatics Engineering, IC2IE 2020 - Depok, Indonesia
Duration: 15 Sep 202016 Sep 2020

Publication series

Name2020 3rd International Conference on Computer and Informatics Engineering, IC2IE 2020

Conference

Conference3rd International Conference on Computer and Informatics Engineering, IC2IE 2020
Country/TerritoryIndonesia
CityDepok
Period15/09/2016/09/20

Keywords

  • customer loyalty
  • customer satisfaction
  • e-commerce
  • e-supply chain
  • logistics service quality
  • service quality

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