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Articles
Articles
Empirical Study and Comprehensive Analysis of Customer Satisfaction Regarding Online Shopping Experience Quality
Sarwo Eddy Wibowo, Dhamayanti, Obing Zaid Sobir, Dipa Teruna Awaludin, Ahmad Syauqi
View Author Affiliations
- Sarwo Eddy Wibowo: Politeknik Negeri Samarinda., Indonesia
- Dhamayanti: Institut Bisnis dan Informatika Kosgoro 1957., Indonesia
- Obing Zaid Sobir: Institut Bisnis dan Informatika Kosgoro 1957., Indonesia
- Dipa Teruna Awaludin: Universitas Nasional., Indonesia
- Ahmad Syauqi: Universitas Pamulang., Indonesia
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Abstract
This study aims to analyze the impact of online shopping experience quality on customer satisfaction among e-commerce users. Data was obtained from 200 respondents through a five-point Likert scale questionnaire and interviews to enrich the explanation of the quantitative results. The instrument was developed through focus group discussions and validated by academics and e-commerce practitioners. The analysis was conducted using SPSS, including validity, reliability tests, and both simple and multiple linear regression. The results indicate that the quality of the online shopping experience significantly affects customer satisfaction, with a coefficient of determination of 0.63. Delivery speed and accuracy emerged as the most dominant factors (β = 0.56; p < 0.001), followed by customer service quality (β = 0.49; p < 0.01), website ease of use (β = 0.42; p < 0.01), and transaction security and payment methods (β = 0.32; p < 0.05). A total of 73% of respondents were satisfied to highly satisfied, with an average score of 4.2 on a 1-5 scale. The findings suggest that logistics performance, customer service responsiveness, interface design, and payment security are the primary factors contributing to customer satisfaction on e-commerce platforms.
Keywords
Author Biographies
Sarwo Eddy Wibowo
Politeknik Negeri Samarinda.
Marketing Management Study Program, Politeknik Negeri Samarinda, Samarinda City, East Kalimantan Province, Indonesia.
Dhamayanti
Institut Bisnis dan Informatika Kosgoro 1957.
Business Administration Study Program, Institut Bisnis dan Informatika Kosgoro 1957, South Jakarta City, Special Capital Region of Jakarta, Indonesia.
Obing Zaid Sobir
Institut Bisnis dan Informatika Kosgoro 1957.
Business Administration Study Program, Institut Bisnis dan Informatika Kosgoro 1957, South Jakarta City, Special Capital Region of Jakarta, Indonesia.
Dipa Teruna Awaludin
Universitas Nasional.
Accounting Study Program, Faculty of Economics and Business, Universitas Nasional, South Jakarta City, Special Capital Region of Jakarta, Indonesia.
Ahmad Syauqi
Universitas Pamulang.
Management Study Program, Universitas Pamulang, South Tangerang City, Banten Province, Indonesia.
Article Identifiers
- Article Title: Empirical Study and Comprehensive Analysis of Customer Satisfaction Regarding Online Shopping Experience Quality
- DOI: 10.59431/ijer.v6i2.740
- Publication Date: 2026-06-28
- Journal: Indonesian Journal Economic Review (IJER)
- Volume: 6
- Issue: 2
- Pages: 411–421
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Issue Information
Article Details
| Volume: | 6 |
| Issue: | 2 |
| Year: | 2026 |
| Published: | 2026-06-28 |
| Pages: | 411–421 |
| Section: | Articles |
Additional Information
How to Cite
Wibowo, S. E., Sylvia Kartika, Sobir, O. Z., Awaludin, D. T., & Syauqi, A. (2026). Empirical Study and Comprehensive Analysis of Customer Satisfaction Regarding Online Shopping Experience Quality. Indonesian Journal Economic Review (IJER), 6(2), 411–421. https://doi.org/10.59431/ijer.v6i2.740
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