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All Journal Journal of Business & Banking Among Makarti Jurnal Mirai Management Jurnal Analisis Bisnis Ekonomi SEIKO : Journal of Management & Business Equilibria Pendidikan : Jurnal Ilmiah Pendidikan Ekonomi ILTIZAM Journal of Sharia Economic Research EQIEN - JURNAL EKONOMI DAN BISNIS YUME : Journal of Management E-Mabis: Jurnal Ekonomi Manajemen dan Bisnis Jurnal Manajerial Jurnal Pendidikan dan Konseling Al-Kharaj: Journal of Islamic Economic and Business Kontribusia : Research Dissemination for Community Development Jurnal Abdi Insani Enrichment : Journal of Management Jurnal AKMAMI (Akuntansi Manajemen Ekonomi) INNOVATION RESEARCH JOURNAL Didaktika: Jurnal Pemikiran Pendidikan LOSARI: Jurnal Pengabdian Kepada Masyarakat Devotion: Journal of Research and Community Service Jurnal Pengabdian kepada Masyarakat DedikasiMU: Journal of Community Service ETNIK : Jurnal Ekonomi dan Teknik Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Abdimas Langkanae International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Society: Jurnal Pengabdian Masyarakat Jurnal Locus Penelitian dan Pengabdian Jurnal Mahasiswa Manajemen Master: Jurnal Manajemen dan Bisnis Terapan Jurnal Indonesia Sosial Teknologi Eduvest - Journal of Universal Studies eProceedings of Management Indonesian Vocational Research Journal Jurnal Pengabdian Manajemen Jurnal Analisis Bisnis Ekonomi Proceeding of Community Service and Engagement
Abdurrahman Faris Indriya Himawan
Telkom University
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CUSTOMER SATISFACTION LAST MILE DELIVERY IN ECOMMERCE SUPPLY CHAIN: STUDY ON SHOPEE AND TOKOPEDIA Nasywa Natania; Abdurrahman Faris Indriya Himawan
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 8 (2026): JULY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.23190252

Abstract

The continuous expansion of Indonesia’s e-commerce market has made last-mile delivery a decisive factor in shaping customer experience. As competition intensifies between Shopee and Tokopedia, delivery performance increasingly influences how customers evaluate their shopping experience and whether they choose to repurchase. Although both platforms have strengthened their logistics systems and digital capabilities, issues related to delivery punctuality, reliability, cost transparency, and courier service quality remain evident. This research explores how different aspects of last-mile delivery contribute to customer satisfaction and examines whether these relationships differ between the two platforms. Drawing upon Expectation-Confirmation Theory and supported by service quality perspectives, the study focuses on delivery speed, delivery reliability, tracking visibility, courier professionalism, and delivery cost as key variables. A quantitative explanatory approach was adopted through survey distribution to active e-commerce users in Indonesia. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), followed by Multi-Group Analysis. The findings are expected to provide empirical insights into the delivery attributes that most strongly influence customer satisfaction while supporting academic discussions on e-commerce logistics and managerial decision-making to improve last-mile delivery performance.
Co-Authors Abi Hanif Dzulquarnain Achmad, Abdul Kholid Ahmed Absi Ahmed Absi Akhiruddin, Anita Aldila Anggun Kinanti Andi Rahmad Rahim Andini, Vania Aurel Anisa Bella Rista Anita Akhirruddin Anita Akhirruddin Anita Handayani Aulia Rusdi Aulia Tiara Cahyani Avika Ratna Deviana Awang Setiawan Wicaksono Aziz, Elvira Aziz, Wan Muhammad Azim bin Wan Abdul Bayu Wijayantini, Bayu Belinda Natasyah Rampo Dhiya’ulhaq, Radhiza Abyan Diah Fitri Rahmatianti Dwi Pramana Putra Efta Dhartikasari Priyana Efta Dhartikasari Priyana Enrico Julian Ekananda Fadlurahman, Luthfi Falikhaturrohma Dian Narista Femiliani Novitasari Firdaus Ilyas Nurdhika Hamzar Hamzar Hasan, , Md Zaki Muhamad Hasan, Md Zaki Muhamad Herik, Herik Hosam Alden Riyadh A.Alazeez Ice Syahriya Indro Kirono In’amy Fawwaz Kamaruddin Kamaruddin Masrendi, Masrendi Matriadi Matriadi Maulidya Amalina Rizqi Maulidyah Amalina Rizqi Maya Irjayanti Ma’rufianto, Alif Md Zaki Bin Muhamad Hasan Melki Melki Mita Kharisma Mochammad Maulana Ischaq Moh. Agung Surianto Mohamad Hazeem bin Mohmad Sidik Mohamad Hazeem Sidik Muhammad Abidhin Al Habtsi Muhammad Ahyat Daroini Muhammad Ardiansyah Muhammad Ashlyzan Bin Razik Muhammad Iqbal Alamsyah Muhammad Iqbal Maulana Nasiska Maria Ulfa Nasywa Natania Norlinda Rozar Nur Cahyadi Nur Fauziyah Nur Safira Aulia Nurul Mahmudah Nuraeni Nuraeni Oktafiyan Dwi Saputra Paugeran Rilopari Prasetiyo Agung Wijaya Puput Aprila Putri Aisya Putri, Ghaisani Khairana Raihan Daniel Dwi Febrian Razik, Muhammad Ashlyzan Riska Widiyanita Batubara Roziana Ainul Hidayati Salsabila Aisyah Alfaiza Sidik, Mohamad Hazeem Sidik, Mohamad Hazeem Sidik Sofrul Akhiriyah Sri Indra Yani Subhan Subhan Sukaris Sunarto Sunarto Suryana, Irma Sonya Tarandhika Tantra Tri Tarisa Dewi Umaimah Umaimah Vania Nanda Fitri Wenti Krisnawati Widya Indah Maghfiroh Wiragama, Muhammad Salman Zakiyatul Rochma