E-Commerce Platform: Free Shipping Promotion Moderation on Customer Satisfaction
DOI:
https://doi.org/10.38035/ijam.v1i4.160Keywords:
Free Shipping Promotion, Service Quality, Customer SatisfactionAbstract
The reason for this observation is to partly and concurrently decide the impact of service quality on customer satisfaction in Tangerang city and the variable of free shipping promotion as a moderator variable of service quality on customer satisfaction. Pattern length changed into determining the usage of a purposive sampling technique with a minimum of 96 respondents. The lowest population for this has an observed is her Shoppe customers in Tangerang city, who take gain of free shipping on their Shopee purchases. This observation is an associative causal test. Data collection equipment is inside the shape of digital surveys distributed thru Google forms. Data analysis techniques use of the JASP 0.16.4 software program. The exceptional service results had a massive advantageous effect on client satisfaction with a t-statistic of 6,610, and the free shipping marketing campaign promotion had a good-sized impact on customer satisfaction with a t-statistic of 2,083 from the high-quality carrier survey and free delivery promotion impact. Make an incredibly significant impact. The F-test result is 72,936, which significantly positively affects customer satisfaction. A Sobel looks at the rating of 2.027 > 1.986, indicating that the free delivery advertising variable moderate’s quality of service variables related to customer satisfaction. The results with a coefficient of determination of 0.601 suggest that distinct Shopee promotions on free shipping and provider quality can explain 60.1% of his Shopee customer satisfaction in Tangerang city.
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Brady, M. K., Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55(1), 17–31. https://doi.org/10.1016/S0148-2963(00)00171-5
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De Fritz, P. Q. (2020). Pengaruh E-Service Quality terhadap Kepuasan Pelanggan (Studi Kasus Kimia Farma Official Shop di E-Marketplace Shopee). https://library.universitaspertamina.ac.id//xmlui/handle/123456789/2195
Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program SPSS. Badan Penerbit Universitas Dipenogoro.
Istikomah, N., & Hartono, B. (2022). Analisis Persepsi Promosi Gratis Ongkos Kirim (Ongkir) Shopee Terhadap Keputusan Pembelian. Jurnal Bisnis Kompetif, 1(2), 49–57.
Istiqomah, M., & Marlena, N. (2020). Pengaruh promo gratis ongkos kirim dan online customer rating terhadap keputusan pembelian produk fashion. Jurnal Manajemen, 12(2), 288–298.
Jameel, A. S., Hamdi, S. S., Karem, M. A., Raewf, M. B., & Ahmad, A. R. (2021). E-Satisfaction based on E-service Quality among university students. Journal of Physics: Conference Series, 1804(1). https://doi.org/10.1088/1742-6596/1804/1/012039
Juhria, A., Meinitasari, N., Iqbal Fauzi, F., & Yusuf, A. (2021). Pengaruh E-Service Quality Terhadap Kepuasan Pelanggan Di Aplikassi E-Commerce Shopee. Jurnalmanajemen, 13(1), 55–62.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A. B., & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006
Kompasiana.com. (2022). Pesan Antar Makanan Online Menjadi Tren di Masyarakat. https://www.kompasiana.com/rahmawatieka7061/61d809111b796c6e967ab842/pesan-antar-makanan-online-menjadi-tren-di-masyarakat
Kotler, Philip, & Keller, K. L. (2018). Marketing Management (14th ed.). Global Edition. Pearson Prentice Hall.
Kotler, Philip, & Keller, K. L. (2019). Marketing Management (Global). Pearson.
Kotler, Philips, Keller, K. L., Brady, M., Goodman, M., & Hansen, T. (2019). Marketing Management (4th Europe). Pearson Prentice Hall.
Laurent, F. (2016). Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Go-Jek Melalui Kepuasan Pelanggan. Agora, 4(2), 95–100.
Magdalena, A., & Jaolis, F. (2018). Analisis Antara E-Service Quality, E-Satisfaction, dan E-Loyalty Dalam Konteks E-Commerce Bukalapak. Jurnal Strategi Pemasaran, 5(2), 1–11.
Maghfiroh, Z. (2021). Pengaruh Free Ongkos Kirim Terhadap Kepuasan Konsumen Online Shop (Studi Pada Pengguna Shopee Mahasiswa FEBI Jurusan Ekonomi Syariah Tahun Akademik 2016-2017 UIN SMH Banten).
Maulana, H. A., & Asra, Y. (2019). Analisa Pengaruh Promo Gratis Ongkos Kirim terhadap Keputusan Pembelian pada E-Commerce oleh Generasi Z di Daerah Pedesaan. Inovbiz: Jurnal Inovasi Bisnis, 7(2), 162. https://doi.org/10.35314/inovbiz.v7i2.1220
Nasution, A. E., & Syahputra, I. (2022). Building Customer Satisfaction Through Promotion And Service Quality To Gojek Service Users In Medan. Journal of International Conference Proceedings, 5(2), 545–551. https://doi.org/10.32535/jicp.v5i2.1717
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Purwanto, A. (2022). The Role of Digital Leadership, e-loyalty , e-service Quality and e-satisfaction of Indonesian E-commerce Online Shop. International Journal of Social and Management Studies (Ijosmas), 03(5), 51–57.
Riyanto, A. D. (2022). Hootsuite (We are Social): Indonesian Digital Report 2022. https://andi.link/hootsuite-we-are-social-indonesian-digital-report-2022/
Rumambi, F. J. (2022). Apakah Kepuasan Pelanggan Shopee Bergantung Pada Voucher Diskon Dan Gratis Ongkir?? 08(02), 88–100.
Santoso, A. D. (2016). Analisis Multivariat. Kepel Press.
Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O., Jainuri, J., & Waruwu, H. (2021). The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia. Journal of Asian Finance, Economics and Business, 8(4), 465–473. https://doi.org/10.13106/jafeb.2021.vol8.no4.0465
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alphabet.
Suyanto, M. (2003). Strategi periklanan pada e-commerce perusahaan top dunia. Andi. https://opac.perpusnas.go.id/DetailOpac.aspx?id=578101
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia. MOIME.Materials Science and Engineering. https://doi.org/10.1088/1757-899X/131/1/012012
Tjiptono, F. (2019). Strategi Pemasaran Prinsip & Penerapan (I). CV. Andi Offset.
Tjiptono, F., & Chandra, G. (2012). Service, Quality Satisfaction. Andi Offset.
Walga, R. P. (2022). Pengaruh Cashback dan Gratis Ongkir, Kepuasan Konsumen, dan Keragaman Produk terhadap Minat Beli Ulang Konsumen pada Pengguna Aplikasi Marketplace (Studi pada Mahasiswa Universitas Sumatera Utara Pengguna Tokopedia, Shopee, dan Bukalapak). https://repositori.usu.ac.id/handle/123456789/48586
Wulandari, A., & Suwandi, J. (2021). Pemanfaatan Tagline Gratis Ongkos Kirim Pada Pelanggan Online Shop Aplikasi Shopee Masyarakat Kecamatan Susukan Semarang - UMS ETD-db. http://eprints.ums.ac.id/91255/
Yanto, R. T. Y., & Anjarsari, A. D. (2021). Pengaruh E-Service Quality Terhadap Kepuasan Pelanggan E-Commerce (Studi Kasus Pengguna Toko Online Shopee). Jurnal Bisnis Dan Pemasaran, 11(1), 1–13. https://ejurnal.poltekpos.ac.id/index.php/promark/article/view/1319
Yusuf, Z., Sarboini, Mariati, Amri, S., & Rizal, S. (2021). The Effect of Advertising and Consumer Satisfaction onConsumer Loyalty to Pepsodent Products in Banda Aceh City. International Journal of Management Science and Information Technology (IJMSIT), 1(1). http://www.journal.lembagakita.org/index.php/IJMSIT/article/view/441/328
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Published
2023-02-09
How to Cite
Humairoh, H. ., & Annas, M. . (2023). E-Commerce Platform: Free Shipping Promotion Moderation on Customer Satisfaction. International Journal of Advanced Multidisciplinary, 1(4), 423–435. https://doi.org/10.38035/ijam.v1i4.160
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