Analysis of the Influence of Environment Quality, Delivery Quality, and Outcome Quality Factors on Behavioral Intention through Customer Satisfaction on Shopee Apps Users in Surabaya
1Monica Susannia, 2Ronald, 3Amelia
1,2,3Pelita Harapan University of Surabaya, Indonesia
https://doi.org/10.47191/jefms/v5-i3-19ABSTRACT:
Shopee Apps is one of the most frequently used e-commerce applications with the number of transactions increasing by up to 130% in 2020. Shopee Apps is also the community's top e-commerce application for shopping online during the Covid-19 pandemic. Therefore, it is important for Shopee Apps to be able to determine the quality of services that can be offered that have an influence on consumer satisfaction and behavioral intentions of consumers. The service quality studied is e-service quality which consists of three factors, namely environment quality, delivery quality, and outcome quality. This research was conducted with a causal research type and a quantitative research approach. This research was conducted on Shopee Apps users who live in the city of Surabaya. Data was collected by distributing questionnaires to each consumer. The sampling technique was carried out by snowball sampling. Then the analysis technique used is structural equation modeling (SEM) with the help of AMOS and the Sobel test. The results of the study prove that environment quality, delivery quality, and outcome quality have a significant positive effect on customer satisfaction and behavioral intention. The results of the study also explain that customer satisfaction has a positive effect on behavioral intention. On the indirect effect, the research results show that environment quality, delivery quality, and outcome quality have a significant effect on behavioral intention through customer satisfaction on Shopee Apps users in Surabaya.
KEYWORDS:
Environment quality, Delivery quality, Outcome quality, Customer satisfaction, Behavioral intention, and Shopee Apps.
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