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

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.