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The Impact of E-Business’ Website Quality on Shopee’s Customer Satisfaction

In: Proceedings of the 20th International Symposium on Management (INSYMA 2023)

Author

Listed:
  • Cintya Febriarizka

    (University of Surabaya)

  • Fitri Novika Widjaja

    (University of Surabaya)

  • Juliani Dyah Trisnawati

    (University of Surabaya)

Abstract

This study aims to examine and analyze factors that can influence consumer satisfaction when shopping online with the online shopping application service object Shopee. This study applied basic research with six variables: website design, information quality, security and privacy, transaction and payment capability, delivery service, and customer satisfaction. This study used primary data sources by distributing questionnaires online. The sample used in this study involved 126 respondents. This study used a quantitative method using SPSS (Statistical Package for Social Sciences) software version 24.0. The results of this study indicate that website design, information quality, security and privacy, transaction and payment capability, and service delivery are known to have a significant positive effect on customer satisfaction.

Suggested Citation

  • Cintya Febriarizka & Fitri Novika Widjaja & Juliani Dyah Trisnawati, 2024. "The Impact of E-Business’ Website Quality on Shopee’s Customer Satisfaction," Advances in Economics, Business and Management Research, in: Werner Ria Murhadi & Dudi Anandya & Noviaty Kresna Darmasetiawan & Juliani Dyah Trisnawati & Putu An (ed.), Proceedings of the 20th International Symposium on Management (INSYMA 2023), pages 441-446, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-244-6_64
    DOI: 10.2991/978-94-6463-244-6_64
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