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Batti, V Marvel Joshua
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Effect Of User Experience And E-Service Quality On Shopee User Satisfaction In Indonesia. Batti, V Marvel Joshua; Rachmawati, Indira
eProceedings of Management Vol. 12 No. 3 (2025): Juni 2025
Publisher : eProceedings of Management

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Abstract

The expansion of e-commerce in Indonesia has intensified competition, especially for Shopee as a dominant platform. This research examines the influence of User Experience and E-Service Quality on Shopee user satisfaction in Indonesia. A quantitative method was applied, collecting data from 400 active Shopee users via questionnaires. The data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The findings reveal that dimensions of User Experience such as attractiveness, clarity, reliability, stimulation, and novelty significantly impact E-Service Quality. Moreover, E-Service Quality, including efficiency, system availability, fulfillment, and privacy, affects user satisfaction. This research provides insights for e-commerce platforms on optimizing service quality to enhance customer loyalty. Keywords: User Experience, E-Service Quality, User Satisfaction, Shopee, E-Commerce.
Co-Authors Indira Rachmawati