Determinant of Shopee Xpress consumer satisfaction in Jakarta Greater Area

Abstract

Logistics plays an important role in facilitating corporate trade by providing the necessary services to deliver goods from producers to consumers. Therefore, it is important to consider consumer attitudes and behaviours related to consumer satisfaction with the services provided by logistics companies. The research aims to analyse the effect of service quality, price perception, and promotion on consumer satisfaction of Shopee Xpress consumers and to determine which variables are the most dominant. The analysis method used in this research was partial least square. The test stages conducted were convergent validity test discriminant validity, composite reliability, Cronbach’s alpha, R-square, F-square, predictive relevance, goodness of fit, and path coefficient. The data used in this research were obtained from questionnaire instruments and valid data of 120 respondents were collected. The sampling method in this research is nonprobability sampling with the technique of purposive sampling. The results showed that the variables of service quality and promotion influenced consumer satisfaction, but the variable of price perception did not influence consumer satisfaction and the most dominant variable on consumer satisfaction is the promotion variable. The variables of service quality, price perception, and promotion affected Shopee Xpress consumers around the Jakarta Greater Area simultaneously. The research results prove that the three variables studied determine consumer satisfaction with users of the Shopee Xpress delivery service in the Greater Jakarta area. This research is focused on companies where more people will choose to use the services provided, supported by promotions and the perception of adequate prices, and the results provide practical recommendations for improving the quality of service of these same companies in the future