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All Journal Jurnal Riset Bisnis dan Investasi
Zahrawiyah, Zamitah
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Hubungan antara Kualitas Produk dan Kepuasan Pelanggan di Platform Shopee Parida Ramdani, Rida; Rahmi, Aulia; Zahrawiyah, Zamitah; Pramasheilla, Andini Sundari
Jurnal Riset Bisnis dan Investasi Vol. 10 No. 1 (2026): April 2026
Publisher : Jurnal Riset Bisnis dan Investasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/jrbi.v10i1.6869

Abstract

This study aims to examine the relationship between product quality and customer satisfaction on the Shopee e-commerce platform. The rapid growth of digital technology has transformed consumer purchasing behavior, yet product quality remains a critical issue because customers cannot physically inspect items before purchase. This research applies a quantitative approach using Pearson Product-Moment correlation analysis. Data were collected through questionnaires distributed to 32 active Shopee users who had made purchases and provided reviews within the last six months. The results indicate a very strong and significant positive relationship between product quality and customer satisfaction, with a correlation coefficient of 0.957. This finding implies that higher product quality—reflected in accuracy of description, physical condition, and suitability of the product—leads to greater customer satisfaction. Furthermore, satisfied customers are more likely to repurchase and provide positive feedback. This study highlights the importance of maintaining product quality and accurate information to strengthen consumer trust in e-commerce.
Co-Authors Aulia Rahmi, Aulia Parida Ramdani, Rida Pramasheilla, Andini Sundari