Article Per Year (5 Year)
p-Index From 2020 - 2025
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All Journal Indonesian Journal of Business Analytics (IJBA)
Muhammad Akbar Kadapi
Unknown Affiliation
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Impact of Service Quality, Product Excellence, and Timely Delivery on Customer Satisfaction in Lazada’s E-Commerce Platform Muhamad Amirulloh; Muhammad Akbar Kadapi; Ramlah Puji Astuti
Indonesian Journal of Business Analytics Vol. 5 No. 3 (2025): June 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijba.v5i3.14511

Abstract

This study investigates the impact of service quality, product quality, and delivery punctuality on customer satisfaction in Lazada’s e-commerce platform. Using a quantitative approach with purposive sampling, data were collected from 333 Lazada users. Validity, reliability, and multiple linear regression analyses were applied. Results show that service quality and product quality significantly influence customer satisfaction (p = 0.001), while delivery punctuality does not (p = 0.778). Simultaneous testing indicates a significant combined effect of all variables (p = 0.000). The R² value of 0.139 suggests that 13.9% of satisfaction variance is explained by the studied variables. The study highlights the importance of service and product quality, and recommends further exploration of other influencing factors such as pricing and user experience.
Co-Authors Muhamad Amirulloh Ramlah Puji Astuti