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All Journal AdBispreneur Journal of Business and Behavioural Entrepreneurship Journal of Economic, Bussines and Accounting (COSTING) ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING Jurnal Bisnis, Logistik dan Supply Chain Jurnal Pengabdian Teratai Indonesian Journal Economic Review (IJER)
Obing Zaid Sobir
Institut Bisnis Dan Informatika (IBI) Kosgoro 1957
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences Other

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Empirical Study and Comprehensive Analysis of Customer Satisfaction Regarding Online Shopping Experience Quality Wibowo, Sarwo Eddy; Dhamayanti, Sylvia Kartika; Sobir, Obing Zaid; Awaludin, Dipa Teruna; Syauqi, Ahmad
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.
Co-Authors Abda Abda Abu Bakar Abu Bakar Afrida Sary Puspita Agung Dharmawan Buchdadi Agus Hitopa Sukma ahmad syauqi, ahmad Alamsyah Alamsyah - Aniza Octoviani Aprih Santoso Aulia Safitri Nurdiniyah Awaludin, Dipa Teruna Catur Widyatmoko Dedeh Dedeh, Dedeh Delila Rambe Delila Rambe, Delila Devvy Noveliza Dewa Putu Yohanes Agata L. Sandopart Dewi, Dyah Utami Dwi Aji Prasetyo Dyah Utami Dewi Fatwara, Medy Desma Harisman Hiswanti Hiswanti Iswahyu Pranawukir Junias Robert Gultom Khair, Otti Ilham Mayang Riyanti Misnan Misnan Misnan, Misnan Nisrina Fariha Noerlina Anggraeni Noerlina Anggraeni OTTI ILHAM KHAIR Raden Mohamad Herdian Bhakti Rajanner Simarmata Rambey, Tagor Ratna Indriasari Riyanti, Mayang Romli Romli, Romli Ruswiati, Ruswiati Silvana Syah Susanto Susanto Sylvia Kartika Dhamayanti Tagor Rambey TUKIRAN Tukiran Tukiran Welasari Welasari Wibowo, Sarwo Eddy Widjanarko Widjanarko Widjanarko Widjanarko Widjanarko, Widjanarko Yusuf, Ramdan