Pengaruh Dimensi Pengalaman Pasca Pembelian Dalam Belanja Online Terhadap Kepuasan Pelanggan (Studi Pada Pengguna SHOPEE Di Bandar Lampung)
Abstract
The advancement of the internet in Indonesia fosters online interactions among individuals. A notable outcome of this internet development is the emergence of e-commerce platforms. The progress of e-commerce has significantly transformed the realm of business operations, particularly in the context of online shopping. Shopee stands as one of the prominent e-commerce platforms in Indonesia. The purpose of this study was to elucidate the impact of the post-purchase experience dimension, encompassing customer service, shipping, tracking, and returns in online shopping, on customer satisfaction with Shopee in Bandar Lampung. The research employed a non-probability sampling method using a purposive sampling technique, involving a sample size of 100 respondents who had made at least two online purchases on Shopee and resided in Bandar Lampung. Data analysis techniques such as t-test, F-test, and determination coefficient test (R2) were utilized.The findings of this study provide support for the research hypothesis, as indicated by the F-value of 16.498 with a significant p-value of 0.000. The analysis revealed that the dimensions of post-purchase experience in online shopping account for 41% of the variance in customer satisfaction with Shopee, with the customer service variable exerting the most significant influence. These research results are expected to serve as valuable insights for developing more effective strategies and enhancing the understanding of the services received by Shopee customers.
Keywords: Post Purchase Experience, Online Shopping, Customer Satisfaction, E-commerce
Full Text:
PDFRefbacks
- There are currently no refbacks.
Prosiding Seminar Nasional Darmajaya is abstracting and indexing in the following databases:
PROSIDING SEMINAR NASIONAL DARMAJAYA
Diatur Oleh:Â Lembaga Penelitian dan Pengabdian kepada Masyarakat (LPPM)
Diterbitkan Oleh:Â IIB Darmajaya
Alamat:Â Jl. Z.A. Pagar Alam No. 93 Gedong Meneng, Bandar Lampung Lampung
Website:Â jurnal.darmajaya.ac.id
E-mail: ProsidingSemnasDJ@darmajaya.ac.id
                             Â
Â