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

Cintya Febriarizka, Fitri Novika Widjaja () and Juliani Dyah Trisnawati
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Cintya Febriarizka: University of Surabaya
Fitri Novika Widjaja: University of Surabaya
Juliani Dyah Trisnawati: University of Surabaya

A chapter in Proceedings of the 20th International Symposium on Management (INSYMA 2023), 2024, pp 441-446 from Springer

Abstract: 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.

Keywords: Website quality; Customer satisfaction; Online shopping (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-244-6_64

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