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All Journal Economic Reviews Journal ManBiz: Journal of Management and Business
Ahtisya, Syauqi
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Religion Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences

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Journal : Economic Reviews Journal

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The Influence of Digital Service Quality and Customer Experience on User Satisfaction and Loyalty of Shopee in Indonesia Using SEM–PLS Dinar Fasya, Diva; Herdianto, Herdianto; Ahtisya, Syauqi; Heikal, Jerry
Economic Reviews Journal Vol. 4 No. 4 (2025): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v5i1.983

Abstract

This study aims to analyze the influence of digital service quality and customer experience on user satisfaction and loyalty among Shopee users in Indonesia using the Structural Equation Modeling–Partial Least Squares (SEM–PLS) approach. Digital transformation has reshaped consumer behavior, positioning service quality and customer experience as key success factors in e-commerce. Data were collected through an online survey using a Likert scale from active Shopee users. The results indicate that customer experience has the most dominant influence on satisfaction, while digital service quality acts as a fundamental factor shaping users’ positive perceptions of the platform. Customer satisfaction is proven to be a significant mediating variable linking service quality and customer loyalty. Users who experience positive and consistent interactions tend to be more satisfied and demonstrate stronger long-term loyalty to Shopee. These findings highlight the importance of enhancing digital experiences that are both engaging and personalized to sustain customer loyalty in an increasingly competitive e-commerce environment.
Analyzing the Influence of Promotion on Consumer Purchase Decisions Using a Binary Logistic Regression Model in Car Salon Services Ahtisya, Syauqi; Herdianto, Herdianto; Fasya, Diva Dinar; Heikal, Jerry
Economic Reviews Journal Vol. 4 No. 4 (2025): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v5i1.984

Abstract

This study aims to analyze the influence of promotion on consumer purchasing decisions for car salon services using the binary logistic regression model. Promotion plays a crucial role in marketing strategy, particularly in service industries, as it helps build awareness and stimulates consumer decisions. Data were collected from 150 respondents who had been exposed to promotional activities conducted by car salon businesses. The independent variables examined in this research include promotion, price, brand switching, and prior experience, while the dependent variable is the consumer’s purchase decision. The data were analyzed using the binary logistic regression method with IBM SPSS 25 software. The results show that promotion and customer experience have a positive and significant effect on purchasing decisions, whereas price and brand switching have a significant negative effect. The final model achieved a classification accuracy of 74,0%, indicating that the selected variables can effectively explain consumer decision-making behavior. These findings highlight that effective promotional strategies and positive customer experiences significantly increase the likelihood of purchase, while high price perceptions and brand-switching tendencies reduce it. This study provides managerial implications for car salon service providers to enhance promotional effectiveness and improve customer satisfaction to foster long-term loyalty.
Co-Authors Dinar Fasya, Diva Fasya, Diva Dinar Heikal, Jerry Herdianto Herdianto, Herdianto Rukmana, Ovalia