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All Journal Jurnal Informatika dan Rekayasa Komputer
M Iqbal Fadil
Universitas Dinamika Bangsa
Computer Science & IT

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The Service Quality Analysis of Zalora Towards User Satisfaction Using E-Service Quality Method M Iqbal Fadil; Jasmir; Silvia Rianti Agustini
Jurnal Informatika Dan Rekayasa Komputer(JAKAKOM) Vol 6 No 2 (2026): JAKAKOM Vol 6 No 2 SEPTEMBER 2026
Publisher : LPPM Universitas Dinamika Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33998/jakakom.2026.6.2.3024

Abstract

User satisfaction to the rapid development of technology and digitalization has driven the growth of e-commerce as a preferred transaction method among consumers. Zalora, a fashion-based e-commerce platform, offers various conveniences; however, several service quality issues persist, such as product mismatches, delayed deliveries, and suboptimal application performance. This study aims to analyze the service quality of the Zalora application concerning user satisfaction using the E-Service Quality (E-Servqual) method, which includes the variables of Efficiency, Fulfillment, Reliability, Privacy, Responsiveness, Compensation, and Contact. The researcher collected data through questionnaires distributed to Zalora users in Jambi City and analyzed using SPSS software. The results indicated that The Responsiveness and Compensation significantly influence user satisfaction, whereas Reliability, Privacy, and Contact do not have a significant impact. These findings are able to serve as a reference for Zalora in improving service quality and for future research on e-commerce and user satisfaction.
Co-Authors Jasmir Silvia Rianti Agustini