Factors Influencing Customer Satisfaction on the Shopee E-commerce Application

Deni Wardani; Edi Komara; Muhammad Adam Zahran

doi:10.55927/eajmr.v5i1.530

Authors

Deni Wardani STIE Indonesia Banking School
Edi Komara STIE Indonesia Banking School
Muhammad Adam Zahran STIE Indonesia Banking School

DOI:

https://doi.org/10.55927/eajmr.v5i1.530

Keywords:

Factors Influencing, Customer satisfaction, Shopee

Abstract

This research aims to analyze the factors influencing Consumer Satisfaction among Shopee e-commerce users by incorporating the Perceived Benefits variable, focusing on the Shopee application in Indonesia. Consequently, consumers using the Shopee e-commerce platform are expected to gain specific perceived benefits. The subjects of this study are consumers who have used the Shopee e-commerce application. Sampling was conducted using purposive sampling, with a total of 125 respondents. The data analysis technique employed is SEM-PLS, processed using SmartPLS software. The results of this study show that Perceived Usefulness does not have a positive and significant effect on Consumer Satisfaction, Ease Of Use does not have a positive and significant effect on Consumer Satisfaction, Trust has a positive and significant effect on Consumer Satisfaction, Convenience has a positive and significant effect on Consumer Satisfaction, and Benefit does not have a positive and significant effect on Consumer Satisfaction.

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