Factors Affecting Shopee Consumer Satisfaction in an Islamic Economic Perspective

Abstract

Purpose: This study aims to identify the effect of product quality, service quality, trust, price, and promotion on customer satisfaction shopping at Shopee.

Methodology/approach: This research was conducted in Central Java Province, Indonesia, this research uses questionnaires distributed through surveys and applies quantitative methods with data analysis using SPSS. Related literature is used to build theoretical frameworks and hypotheses.

Results/findings: The results showed that product quality has an insignificant effect on customer satisfaction, service quality, trust, and promotion have a significant effect on customer satisfaction, while price has no significant effect on customer satisfaction.

Limitations: This study only analyzes five variables, so other factors that may affect customer satisfaction are not taken into account.

Contribution: The results of this study can help Shopee management and other e-commerce companies in formulating more effective strategies to increase customer satisfaction.

Novelty: This study examines how product quality, service, trust, price, and promotion according to Islamic teachings affect customer satisfaction at Shopee. This study offers a new outlook on increasing customer satisfaction while adhering to Islamic principles.