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All Journal International Journal of Nusantara Islam Syntax Literate: Jurnal Ilmiah Indonesia Al-Mashlahah: Jurnal Hukum Islam dan Pranata Sosial JRMSI - Jurnal Riset Manajemen Sains Indonesia Muttaqien; Indonesian Journal of Multidiciplinary Islamic Studies International Journal of Business, Economics, and Social Development International Journal of Social Service and Research Journal of Social Research Journal Of World Science Indonesian Journal of Business Analytics (IJBA) International Journal of Humanities Education and Social Sciences Mabsya: Jurnal Manajemen Bisnis Syariah Return : Study of Management, Economic and Bussines Journal Research of Social Science, Economics, and Management Indonesian Journal Economic Review (IJER) Indonesian Journal of Advanced Research (IJAR) International Journal of Nusantara Islam Journal of Management, Economic, and Financial Jurnal Ekonomi, Manajemen, Akuntansi PESHUM
May Dedu
Universitas Swadaya Gunung Jati
Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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The Influence of Online Service Quality and Consumer Trust On Shopee E-Commerce Customer Satisfaction in Cirebon City Fernando Yoga Lesmana; May Dedu; Soesanty Maulany
EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi Vol. 5 No. 6: September 2026
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/ekoma.v5i6.19740

Abstract

The rapid growth of e-commerce has intensified competition among online shopping platforms, making customer satisfaction a critical factor for sustaining business competitiveness. Online service quality and consumer trust are widely recognized as key determinants of customer satisfaction in the digital marketplace. This study aims to analyze the influence of online service quality and consumer trust on Shopee customer satisfaction in Cirebon City. This research employed a quantitative method with an associative approach. The study involved 120 Shopee users in Cirebon City selected using purposive sampling. Data were collected through a Likert-scale questionnaire and analyzed using multiple linear regression with the assistance of SPSS. The results indicate that online service quality and consumer trust have a positive and significant effect on customer satisfaction, both partially and simultaneously. Consumer trust was found to have a more dominant influence on customer satisfaction than online service quality. These findings provide useful insights for e-commerce providers, particularly Shopee, in improving service quality and strengthening consumer trust to enhance customer satisfaction.
THE EFFECT OF BRAND AMBASSADORS, ONLINE CUSTOMER REVIEWS AND PRODUCT QUALITY ON LOCAL SHOES BRAND IMAGE Siti Amelia; Taufik Hadi Kusumah; May Dedu; Agustina
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 16 No. 1 (2025): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21009/JRMSI.016.1.7

Abstract

The tremendous growth of the regional footwear industry in Indonesia is increasing consumer interest in home-made goods. Ventela is a well-known brand that can compete in the domestic market and overseas. The purpose of this study is to examine how the brand image of local Ventela shoes is influenced by brand ambassadors, online customer reviews, and product quality. Quantitative research using a survey approach was the methodology used. A questionnaire approach was used to collect data, and multiple linear regression analysis was used for analysis. The study findings show that brand image is significantly influenced by the three independent variables. By working with famous actors and artists who have a large fan base, brand ambassadors help increase customer trust. Consumer perceptions of product quality and longevity are influenced by online user reviews. The main element affecting consumer happiness and loyalty to the Ventela brand is product quality. The competitiveness of local products in the global market and brand image can be improved by marketing methods centered on product quality, online customer reviews, and brand ambassadors.
Co-Authors Aditiya, Cristian Aditya Rizkian Kusuma Agustina Agustina Agustina Amrullah, Amir Arkhan ANDRIANSYAH Auliya Safitri Della Ayu Safitri Deni Kurniawan, Deni Dhiany Nurhasanah Hanifa Dimas Ditio Fayza Nandika Fitriyani Fernando Yoga Lesmana Ghina Cahyani Griesthalia Cantik Lusyana Harits Hasan Baisa Ihya Raihan Izzuddin Ika Nurjannah Nurjannah Intan Van Dhiny Izzuddin, Ihya Raihan Jefry Romdonny Keke Shabrina Nurmalitasari Khansa Kamilia Kharisma Fitri Rahmawati Kurnaesih Safitri Kusmawati, Rengganis Lulu Hanifah Lusyana, Griesthalia Cantik Maulana Yusuf Misbak, Misbak Muhajirin Muhajirin Muhamad Dani Fiqri Muhammad Azmi Muhammad Bintang Fathud Difa Muhammad Yasser Naufal Thoriq Akbar Nugraha, Muhammad Rivaldhie Juniar Nur Intan Nurjannah, Ika Nurjannah Nurrahman, Adithia Permana, Romi Putri Kinanti Rafly Alfikri Sobari Raju Rifai Rara Indah Oktaviani Rezka Arya Maulana Rizky Aldiansyah Sari, Rakhma Silvy Ahwattun Khasanah Siti Amelia Siti Khairiyyah Soesanty Maulany Taufik Hadi Kusumah Tiara Muthiarsih Tiara Muthiarsih Tiara Muthiarsih