Template-Type: ReDIF-Article 1.0
Author-Name: Harlan, Fandy Bestario
Author-Name-First: Fandy Bestario
Author-Name-Last: Harlan
Author-Email: fandybestario@polibatam.ac.id
Author-Workplace-Name: Department of Business and Management, Politeknik Negeri Batam, Batam, Indonesia
Author-Name: Tarigan, Yulinda
Author-Name-First: Yulinda
Author-Name-Last: Tarigan
Author-Email: fandybestario@polibatam.ac.id
Author-Workplace-Name: Faculty of Business and Economics, University of Antwerp, Antwerp, Belgium
Author-Name: Riadi, Sugeng
Author-Name-First: Sugeng
Author-Name-Last: Riadi
Author-Email: fandybestario@polibatam.ac.id
Author-Workplace-Name: Department of Business and Management, Politeknik Negeri Batam, Batam, Indonesia
Author-Name: Sitompul, Agnes Manuella
Author-Name-First: Agnes Manuella
Author-Name-Last: Sitompul
Author-Email: fandybestario@polibatam.ac.id
Author-Workplace-Name: Department of Business and Management, Politeknik Negeri Batam, Batam, Indonesia
Title: Analysis of E-Commerce Logistic Service Quality on Customer Satisfaction, Loyalty, and Brand Image in Indonesia
Abstract: The life of modern Indonesian society today must be connected to technology, one of which is e-commerce. Businesses that cannot be separated from e-commerce are logistics services that act as intermediaries between sellers and end consumers. Shopee, one of Indonesia's biggest and most developed e-commerce sites, has expanded its business line by opening Shopee Xpress logistics services. This analysis aimed to see how the quality of Shopee Xpress logistics services can affect the satisfaction, loyalty, and brand image of consumers or Shopee users in Indonesia. This study uses a quantitative approach, and data was obtained through the distribution of questionnaires to 206 samples of Shopee and Shopee Xpress users throughout Indonesia. SEM method is used in data analysis, and LISREL 8.8 software is used. From the 7 hypothetical paths analyzed, it was found that 6 hypotheses of the quality of logistics services have a positive and significant impact on satisfaction, loyalty, and brand image. However, the hypothesis of customer satisfaction with the quality of logistics services has impacted customer loyalty when using Shopee Xpress logistics services.
Keywords: Logistic Services Quality, E-commerce, Customer Satisfaction, Customer Loyalty, Brand Image
Journal: International Review of Management and Marketing
Pages: 118-127
Volume: 15
Issue: 1
Year: 2024
Month: 12
DOI: 10.32479/irmm.17503
File-URL: https://econjournals.com/index.php/irmm/article/download/17503/8430
File-Format: application/pdf
Handle: RePEc:eco:journ3:v:15:y:2024:i:1:id:17503