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All Journal Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Mahotama Putera, Anak Agung Gde Raditya
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Decision Sciences, Operations Research & Management

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The Effect of E-Servicescape on Customer Satisfaction through E-Service Quality: Evidence from Shopee Marketplace Users Mahotama Putera, Anak Agung Gde Raditya; Waluyowati, Nur Prima
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 4 No. 1 (2025)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2025.04.1.06

Abstract

The objective of this research is to discuss the influence of e-servicescape on customer satisfaction and the role of e-service quality as the mediating variable. Tis quantitative research uses the associative approach to assess the effects of e-servicescape on customer satisfaction and the role of e-service quality as the mediating variable. The research population is Shopee marketplace users in Malang City. Using purposive sampling, 150 people were selected as the respondents. The data of this study was harvested via Likert-scaled questionnaires, which was used to measure the respondents’ attitudes and perceptions. The results of the data analysis using Structural Equation Modeling (SEM) in SmartPLS 4.0 indicate that e-servicescape significantly influences customer satisfaction at Shopee marketplace, that e-servicescape significantly affects e-service quality at Shopee marketplace, that e-service quality significantly impacts customer satisfaction at Shopee marketplace, and that e-service quality mediates the effects of e-servicescape on customer satisfaction at Shopee marketplace.
Co-Authors Waluyowati, Nur Prima