Analysis of the Effect of E-Service Quality, Website Quality, Mobile Application Quality on Customer Satisfaction (Case Study at Shopee and Tokopedia)

Abstract

E-commerce competition in Indonesia is highly competitive. Shopee and Tokopedia, as the two most extensive e-commerce services in Indonesia, have high promotion costs for user acquisition. In order for high promotion costs to be effective, high customer satisfaction is essential. This study aims to find the influence and relationship between e-Service Quality, Mobile Quality Apps website quality on Marketplace Shopee customer satisfaction, and Tokopedia. The object of this study is users who have used the Shopee or Tokopedia marketplace, both through the Website and Apps (apps), and live in Indonesia. A total of 400 respondents participated in this study, 200 respondents filled in the Tokopedia online questionnaire, and 200 respondents filled the Shopee questionnaire. Data analysis was performed using descriptive analysis, pivot tables, and statistical analysis using the Structural Equation Modeling (SEM) - Partial Least Square method and processed using Smart PLS 3.0. The results showed that e-Service Quality, Website Quality and Mobile apps quality had a positive and significant effect on Customer Satisfaction, both in the Shopee marketplace and the Tokopedia marketplace.