PENGARUH MULTI DIMENSI E-RETAILER SERVICE CONVENIENCE TERHADAP KEPUASAN PELANGGAN (STUDI PADA PELANGGAN SHOPEE DI MEDAN

PENGARUH MULTI DIMENSI E-RETAILER SERVICE CONVENIENCE TERHADAP KEPUASAN PELANGGAN (STUDI PADA PELANGGAN SHOPEE DI MEDAN, Consumer Behavior Customer Satisfaction E-Retailing Logistics Service Convenience...

Author: NITA TIA IFANKA BR GT
Date: 2025
Keywords: Consumer Behavior Customer Satisfaction E-Retailing Logistics Service Convenience
Type: Jurnal
Category: penelitian

In the rapidly evolving world of e-commerce, service convenience has become a key factor influencing customer satisfaction. This study aims to analyze the impact of service convenience dimensions on customer satisfaction in e-retailing services. The examined dimensions include access convenience, search convenience, evaluation convenience, ordering convenience, logistics convenience, and reverse logistics convenience. We collected data using a quantitative approach by distributing a questionnaire to 111 users of the Shopee e-commerce platform. The regression analysis results indicate that all dimensions of service convenience have a positive and significant effect on customer satisfaction, with logistics convenience being the most dominant factor. The managerial implications of this study highlight the need for e-retailers to improve logistics systems, simplify the ordering process, and provide better accessibility to enhance customer experience and loyalty.

Files:
Tidak ada data !

Collections:
Digital Library UNPAB