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All Journal Economic Reviews Journal As-Syirkah: Islamic Economic & Financial Journal
Diva Dinar Fasya
Universitas Bakrie
Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences Other

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The Influence of Digital Service Quality and Customer Experience on User Satisfaction and Loyalty of Shopee in Indonesia Using SEM–PLS Diva Dinar Fasya; Herdianto Herdianto; Syauqi Ahtisya; Jerry Heikal
Economic Reviews Journal Vol. 4 No. 4 (2025): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v5i1.983

Abstract

This study aims to analyze the influence of digital service quality and customer experience on user satisfaction and loyalty among Shopee users in Indonesia using the Structural Equation Modeling–Partial Least Squares (SEM–PLS) approach. Digital transformation has reshaped consumer behavior, positioning service quality and customer experience as key success factors in e-commerce. Data were collected through an online survey using a Likert scale from active Shopee users. The results indicate that customer experience has the most dominant influence on satisfaction, while digital service quality acts as a fundamental factor shaping users’ positive perceptions of the platform. Customer satisfaction is proven to be a significant mediating variable linking service quality and customer loyalty. Users who experience positive and consistent interactions tend to be more satisfied and demonstrate stronger long-term loyalty to Shopee. These findings highlight the importance of enhancing digital experiences that are both engaging and personalized to sustain customer loyalty in an increasingly competitive e-commerce environment.
Tantangan dan Implikasi dalam Dunia Korporasi Modern Diva Dinar Fasya
As-Syirkah: Islamic Economic & Financial Journal Vol. 4 No. 3 (2025): As-Syirkah: Islamic Economic & Financial Journal 
Publisher : Ikatan Da'i Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56672/cqwj6298

Abstract

Globalization, business complexity, and increasing demands for transparency have placed business ethics, law, and corporate governance as strategic issues in maintaining business continuity. Major scandals such as those of Enron, Lehman Brothers, Jiwasraya, and Garuda Indonesia demonstrate that weak ethical practices and oversight mechanisms can damage reputations, undermine public trust, and threaten economic stability. This study uses a qualitative methodology based on literature studies with secondary data to examine corporate scandals, practices in Indonesia, and global challenges such as technological disruption, regulatory differences, and demands for sustainability. The results confirm that the integration of ethics, law, and governance is a crucial foundation for corporate sustainability, which is not solely profit-oriented but also social and environmental responsibility. To achieve this, companies need to strengthen internal and external oversight through independent audits, professional audit committees, whistleblowing mechanisms, and build a culture of ethics through codes of conduct, training, and leadership role models. Meanwhile, the government must enforce laws consistently and adapt to technological developments and global markets. This synergy is key to maintaining reputations, increasing competitiveness, and creating long-term value for all stakeholders.
Co-Authors Herdianto Herdianto Jerry Heikal Syauqi Ahtisya