Jurnal Kajian Ilmu Manajamen
Vol 6, No 2 (2026): Juni 2026

Analisis Pengaruh Kualitas Layanan dalam Kepuasan Konsumen Terhadap Shopee (Studi Kasus di Kecamatan Lamongan Kabupaten Lamongan)

Dimas Wahyu Agustian (Program Studi Manajemen FEB UTM)
Muhammad Syarif (Program Studi Manajemen FEB UTM)



Article Info

Publish Date
29 Jun 2026

Abstract

In today's technological developments, business and trade activities are also known as e-commerce or online purchasing. With e-commerce, it is easy for consumers to buy goods, providing E-commerce requires services like security features and discounts. This study's objective is to ascertain how service quality affects Shopee customer happiness. Purposive sampling, which selects a sample of 67 respondents based on predetermined criteria, is the methodology employed in this study. Using the IBM SPSS 29 application, a Simple Regression Test is used for data analysis. The study's findings demonstrate a link between the dependent variable, customer satisfaction, and the independent variable, service quality. The findings indicate that a probability of Sig 0.00 was attained for the service quality variable (X) t test results. The computed t value is, and the Sig value is 0.00 0.05 in the t table 7.233 known to be 1.997 (see t table). 7.233 1.997, it is determined that Ho1 is rejected and Ha1 is accepted. This indicates that Shopee e-commerce customer happiness is positively and significantly impacted by service quality.

Copyrights © 2026






Journal Info

Abbrev

jkim

Publisher

Subject

Economics, Econometrics & Finance

Description

Jurnal Kajian Ilmu Manajemen (JKIM) is one of the scientifics publications journal published by Management Department of Economics and Business Faculty of Trunojoyo Madura University, with Registered number P-ISSN: 2775-3093 dan E-ISSN: 2797-0167 The objective of JKIM is to establish an effective ...