CUSTOMER SATISFACTION ANALYSIS BASE ON SHIPPING TIME AND DELIVERY COST ON SHOPEE INDONESIA

Abstract

As the globalization happened, the information and technology is also rapidly growing and developing. Consequently, Indonesia has also been feeling the impact of the growing and developing information and technology. One of the biggest impact is the shifting customer behavior which makes people prefer buy things online through platforms like e-commerce, which is just one click away. Thus, the e-commerce should try to gain customer satisfaction that can be done by creating their competitive advantage. This research then examined the influence of the quality of shipping time and delivery cost on customer satisfaction towards Shopee Indonesia, as one of the top rank e-commerce. Quantitative method was used to analyze the variable significance in the population that are represented by the samples, which are the respondents who have ever bought any product in Shopee and are living in Jabodetabek area. A total of 159 unknown respondents were participating through the online questionnaire. The study found that there is a significance influence of the quality of shipping time and delivery cost towards customer satisfaction, both individually and simultaneously. The study will provide an insight and knowledge to Shopee, readers and future research in order to find out the influence of the factors in gaining competitive advantage and create a sustainable e-commerce business in Indonesia.