<![CDATA[This study aims to analyze the effect of SPX Express delivery services on customer retention on the Shopee Indonesia platform by placing customer satisfaction as a mediating variable. This study is based on Expectancy Disconfirmation Theory (EDT) and uses a quantitative approach through an online survey of 173 active Shopee users selected using a purposive sampling technique. Data were analyzed using Structural Equation Modeling (SEM) to examine the relationship between variables. The results of this study reveal that SPX Express delivery services have a significant influence on Shopee Indonesia customer satisfaction, where customer satisfaction is proven to be a major factor driving retention. In addition, delivery services also influence customer retention both directly and indirectly through the mediation of customer satisfaction. Thus, the quality of delivery services plays a strategic role not only in increasing satisfaction but also in strengthening customer loyalty on the Shopee Indonesia e-commerce platform.]]>
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