Key Drivers of Customer Satisfaction on the E-Commerce Business

Masyhuri, Muhammad

doi:10.55927/eajmr.v1i4.405

Cited by 12 publications

(3 citation statements)

References 15 publications

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“…[26] said that "Customers' satisfaction is defined as their perception or experience (satisfy/dissatisfy) as a result of comparing what they want with what they have already received. [27] explain that satisfaction can be defined as the way customers evaluate a company's products or services in terms of their experience with that company and in comparison to what they have heard or seen about other companies or organization. According to that definition, author can conclude that Satisfaction is the result or consumer's view of an assessment of the value received from an e-commerce, whether the product or service provided is in accordance with what the consumer has paid based on consumer expectations.…”

Section: Methodsmentioning

confidence: 99%

Factor That Affects Repurchase Intention Among Shopee Customers in West Jakarta (Satisfaction as a Mediator)

Anggelina,

Ruslim

2023

ijaeb

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Digital technology is currently very developed, one of which is the business sector, namely e-commerce, many people are facilitated by this e-commerce. Customer doesn’t need to come to the store by himself, he/she just use e-commerce and order directly online, the items we ordered will be sent immediately. This has started to become a new culture, especially in Indonesia, with the existence of e-commerce it can also save time as we know we can make transactions through e-commerce anytime and anywhere without having to meet the seller in person. This study aims to examine whether there is an effect of perceived quality, perceived value, perceived popularity, web design quality on Shopee consumer's repurchase intentions in West Jakarta (with satisfaction as a mediation). There are 234 respondents who are Shopee consumers in West Jakarta. The method used in this research is non-probability sampling by distributing online questionnaires via Google Form, then the data obtained is processed using SmartPLS version 3.2.9. From the processed results it was found that there was an effect of perceived quality, satisfaction, perceived popularity on repurchase intentions, and there is no effect between web design quality and perceived value on repurchase intention.

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Section: Methodsmentioning

confidence: 99%

Factor That Affects Repurchase Intention Among Shopee Customers in West Jakarta (Satisfaction as a Mediator)

Anggelina,

Ruslim

2023

ijaeb

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“…The value creation of e-commerce hinges on its providing a positive experience to online customers [1]. In the face of intensifying rivalry among e-commerce platforms, it is imperative to examine the elements that impact customers' buying process, and failure to do so may risk businesses losing their clientele to rival competitors [2,3]. This is especially relevant as repeat purchases from the same consumer are always desirable.…”

Section: Introductionmentioning

confidence: 99%

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

Aljohani

2024

Sustainability

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The rise of the e-commerce industry has markedly changed the global economy, providing customers with unparalleled access to goods and services. This study empirically examines online shoppers’ perceptions and preferences, focusing on their experiences with last-mile delivery (LMD) services and its impact on their shopping behaviour. This research employs machine learning classification and regression models for a large-scale analysis of customers’ responses, collected using an online survey in the main cities in Saudi Arabia, which is experiencing rapid e-commerce growth amidst a broader digital transformation. The findings highlight a strong consumer preference for timely LMD services, typically within a day of purchase, while noting dissatisfaction with exceedingly early delivery windows. The research emphasises the need to address customer dissatisfaction with delivery services to retain clientele, as many may switch retailers without informing the retailers. Additionally, a considerable trend towards preferring digital over cash-on-delivery payment methods was observed among online shoppers. Overall, this study provides valuable insights into the significant influence of LMD services on customer satisfaction and behaviour in the e-commerce sector. The use of robust machine learning models has revealed critical factors that can guide retailers and LMD providers in enhancing service delivery and customer experience, contributing to the broader discourse on e-commerce logistics efficiency and customer satisfaction.

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“…Nevertheless, this industry has been widely criticized for its large waste generation [3], because of phenomena like overproduction and product returns [4]. The main reason for this can be tied back to customer dissatisfaction [5], whether that relates to size, color, style, or textile quality. As a result, for the sector to successfully regulate environmentally friendly production methods and be as efficient as possible, it must become fully customer-centric and understand its clients at a profound level.…”

Section: Introductionmentioning

confidence: 99%

On the use of learning-based forecasting methods for ameliorating fashion business processes: A position paper

Skenderi¹,

Joppi²,

Denitto³

et al. 2022

Preprint

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The fashion industry is one of the most active and competitive markets in the world, manufacturing millions of products and reaching large audiences every year. A plethora of business processes are involved in this large-scale industry, but due to the generally short life-cycle of clothing items, supplychain management and retailing strategies are crucial for good market performance. Correctly understanding the wants and needs of clients, managing logistic issues and marketing the correct products are high-level problems with a lot of uncertainty associated to them given the number of influencing factors, but most importantly due to the unpredictability often associated with the future. It is therefore straightforward that forecasting methods, which generate predictions of the future, are indispensable in order to ameliorate all the various business processes that deal with the true purpose and meaning of fashion: having a lot of people wear a particular product or style, rendering these items, people and consequently brands fashionable. In this paper, we provide an overview of three concrete forecasting tasks that any fashion company can apply in order to improve their industrial and market impact. We underline advances and issues in all three tasks and argue about their importance and the impact they can have at an industrial level. Finally, we highlight issues and directions of future work, reflecting on how learning-based forecasting methods can further aid the fashion industry.

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Key Drivers of Customer Satisfaction on the E-Commerce Business

Cited by 12 publications

References 15 publications

Factor That Affects Repurchase Intention Among Shopee Customers in West Jakarta (Satisfaction as a Mediator)

Factor That Affects Repurchase Intention Among Shopee Customers in West Jakarta (Satisfaction as a Mediator)

The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis

On the use of learning-based forecasting methods for ameliorating fashion business processes: A position paper

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