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All Journal Indonesian Journal Economic Review (IJER)
Sarwo Eddy Wibowo
Politeknik Negeri Samarinda.
Economics, Econometrics & Finance

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Empirical Study and Comprehensive Analysis of Customer Satisfaction Regarding Online Shopping Experience Quality Sarwo Eddy Wibowo; Sylvia Kartika Dhamayanti; Obing Zaid Sobir; Dipa Teruna Awaludin; Ahmad Syauqi
Indonesian Journal Economic Review (IJER) Vol. 6 No. 2 (2026): June
Publisher : Divisi Riset, Lembaga Mitra Solusi Teknologi Informasi (L-MSTI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59431/ijer.v6i2.740

Abstract

This study aims to analyze the impact of online shopping experience quality on customer satisfaction among e-commerce users. Data was obtained from 200 respondents through a five-point Likert scale questionnaire and interviews to enrich the explanation of the quantitative results. The instrument was developed through focus group discussions and validated by academics and e-commerce practitioners. The analysis was conducted using SPSS, including validity, reliability tests, and both simple and multiple linear regression. The results indicate that the quality of the online shopping experience significantly affects customer satisfaction, with a coefficient of determination of 0.63. Delivery speed and accuracy emerged as the most dominant factors (β = 0.56; p < 0.001), followed by customer service quality (β = 0.49; p < 0.01), website ease of use (β = 0.42; p < 0.01), and transaction security and payment methods (β = 0.32; p < 0.05). A total of 73% of respondents were satisfied to highly satisfied, with an average score of 4.2 on a 1-5 scale. The findings suggest that logistics performance, customer service responsiveness, interface design, and payment security are the primary factors contributing to customer satisfaction on e-commerce platforms.
The Influence of Product Quality and Customer Satisfaction on Customer Loyalty Sarwo Eddy Wibowo; Femmy Effendy; Sattar; Arni Kurniati; Dipa Teruna Awaludin
Indonesian Journal Economic Review (IJER) Vol. 6 No. 2 (2026): June
Publisher : Divisi Riset, Lembaga Mitra Solusi Teknologi Informasi (L-MSTI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59431/ijer.v6i2.770

Abstract

This research aims to examine and test the effect of product quality and customer satisfaction on customer loyalty at the Binama Tlogosari Semarang Sharia Cooperative. A quantitative approach was applied using multiple regression analysis to measure the relationship between variables. The sampling technique used accidental sampling, involving 73 respondents selected from cooperative customers. Data were collected through structured questionnaires and processed using IBM SPSS version 26 to ensure accurate and reliable results. The findings show that product quality has a positive and significant effect on customer loyalty. Customer satisfaction also demonstrates a positive and significant influence on loyalty. High product quality tends to build customer trust, while satisfaction encourages repeat transactions and long-term commitment. Both factors play an important role in maintaining stable relationships between customers and the cooperative. From a managerial perspective, maintaining consistent product standards and improving service quality are essential steps to sustain customer loyalty. Regular evaluation of customer perceptions and expectations is also necessary to support continuous improvement. Strong performance in these areas is expected to strengthen competitiveness and support the sustainability of the cooperative.
Co-Authors Ahmad Syauqi Arni Kurniati Dipa Teruna Awaludin Femmy Effendy Obing Zaid Sobir Sattar Sylvia Kartika Dhamayanti