Skip to main content
alam.amiki@gmail.com 6281260272238
Register
Articles

Empirical Study and Comprehensive Analysis of Customer Satisfaction Regarding Online Shopping Experience Quality

  • 1* Politeknik Negeri Samarinda.
  • 2,3 Institut Bisnis dan Informatika Kosgoro 1957.
  • 4 Universitas Nasional.
  • 5 Universitas Pamulang.

* Corresponding Author: Sarwo Eddy Wibowo

Open Access
DOI
https://doi.org/10.59431/ijer.v6i2.740
Published
Pages
412–422

Issue

Vol. 6 No. 2 (2026)

Indonesian Journal Economic Review (IJER)
June

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

E-commerce Online Shopping Experience Customer Satisfaction Service Quality Delivery Speed

How to Cite

Wibowo, S. E., Dhamayanti, S. K., 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), 412–422. https://doi.org/10.59431/ijer.v6i2.740

References

  • Anggraeni, T. and Sujianto, A. (2022). The effect of service quality and product quality on purchase decisions with customer satisfaction as intervening variables. Jae (Jurnal Akuntansi Dan Ekonomi), 7(2), 13-30. https://doi.org/10.29407/jae.v7i2.17865
  • Ardianti, P. (2024). Analisis hubungan antara social media marketing dan online customer review terhadap purchase decision melalui trust pada aplikasi tiktok sebagai media pemasaran. Jurnal Emt Kita, 8(1), 273-284. https://doi.org/10.35870/emt.v8i1.1936
  • Cahaya, Y. and Soimaturrohmah, S. (2021). Pengaruh label halal, citra merek dan label harga terhadap keputusan pembelian susu formula sgm. Aliansi Jurnal Manajemen Dan Bisnis, 16(2), 161-167. https://doi.org/10.46975/aliansi.v16i2.110
  • Danniswara, R. B., Sandhyaduhita, P. I., & Munajat, Q. (2020). The impact of ewom referral, celebrity endorsement, and information quality on purchase decision. Global Branding, 882-905. https://doi.org/10.4018/978-1-5225-9282-2.ch042
  • Elida, T., Rahardjo, W., & Raharjo, A. (2021). Online shop consumer purchasing decision: a study on the significance of self-esteem and marketing mix. Jurnal Manajemen Indonesia, 21(2), 161. https://doi.org/10.25124/jmi.v21i2.2751
  • Erika, A., Olivia, O., Murniadi, K., & Yudianto, B. (2021). Faktor kredibilitas ulasan online dan pengaruhnya terhadap citra merek dalam konteks produk pensil alis di sociolla. Kajian Branding Indonesia, 3(1), 87-114. https://doi.org/10.21632/kbi.3.1.87-114
  • Garamba, Y., & Nur, A. (2024). Analisis kepuasan pelanggan pada e-commerce. Jurnal Ilmu Komputer dan Informatika, 1(2), 27–37. http://jurnal.globalscients.com/index.php/jiki/article/view/48
  • Imilda, Hajriyanti, R., & Zahra, R. (2024). Pengaruh Faktor yang Mempengaruhi Pembelian Impulsif Online Produk Fashion melalui Siaran Langsung: Perbandingan antara Instagram dan TikTok. Jurnal Manajemen Dan Teknologi, 1(2), 1-15. https://doi.org/10.63447/jmt.v1i2.1055
  • Iqbal, M. (2023). Pengaruh kesadaran halal, religiusitas, dan pengetahuan produk halal mahasiswa muslim dalam melakukan pembelian makanan secara online (studi kasus mahasiswa universitas islam indonesia). Ajie, 23-32. https://doi.org/10.20885/ajie.vol7.iss1.art4
  • Kholiq, I., & Sari, D. K. (2021). The Influence of Viral Marketing, Celebrity Endorser, and Brand Awareness on Purchase Decisions on Make Over Cosmetic Products in Sidoarjo. Academia Open, 4. https://doi.org/10.21070/ACOPEN.4.2021.2604
  • Kumala, D., & Maizi, Z. (2025). Analisis Pengaruh Overload Pilihan terhadap Paralisis Keputusan dalam Industri Pemesanan Makanan Secara Daring. Jurnal Manajemen Dan Teknologi, 2(2), 109-116. https://doi.org/10.63447/jmt.v2i2.1560
  • Lestari, D. A. Y. (2022). Analisis pengaruh kualitas produk dan kepercayaan terhadap keputusan menggunakan situs online shopee melalui kepuasan pelanggan (studi empiris mahasiswa program magister manajemen angkatan 2018 Univeristas Hasanuddin Makassar) (Doctoral dissertation, Universitas Hasanuddin).
  • Mahendra, S. and Edastama, P. (2022). Pengaruh online customer review, rating dan influencer terhadap keputusan pembelian pakaian casual pada marketplace. Jurnal Mahasiswa Manajemen Dan Akuntansi, 1(2), 21-28. https://doi.org/10.30640/jumma45.v1i2.317
  • Maulana, F. and Santy, R. (2021). Pengaruh ulasan online terhadap niat beli dengan kepercayaan sebagai intervening (studi kasus terhadap pengguna aplikasi tokopedia di kota bandung). Journal of Economics Management Business and Accounting, 1(1), 84-92. https://doi.org/10.34010/jemba.v1i1.5022
  • Moncha, A. A., Septiyani, A., & Nadifa, D. (2025). Analisis Pengaruh Kualitas Sistem Informasi E-Commerce Terhadap Kepuasan Pengguna Dan Loyalitas Pelanggan (Studi Kasus Pada Platform Marketplace X). Journal of Science, Technology, and Innovation, 1(2), 63-71. https://doi.org/10.65310/5ag1ps15
  • Pratiwi, R. and Setyaky, R. (2021). Pengaruh celebrity endorse terhadap keputusan pembelian smartphone dengan persepsi nilai sebagai moderasi. Capital Jurnal Ekonomi Dan Manajemen, 5(1), 58. https://doi.org/10.25273/capital.v5i1.10307
  • Priyatin, A. (2023). Pengaruh online customer review dan online customer rating terhadap trust dan keputusan pembelian pada marketplace shopee. EMBISS, 4(1), 60-73. https://doi.org/10.59889/embiss.v4i1.281
  • Hidayat, P. S., & Nasution, M. I. P. (2024). Pengaruh kinerja situs web terhadap kepuasan dan loyalitas pelanggan di e-commerce. Switch: Jurnal Sains dan Teknologi Informasi, 2(4), 14–25. https://doi.org/10.62951/switch.v2i4.82
  • Rafiah, K. K. (2019). Analisis pengaruh kepuasan pelanggan dan kepercayaan pelanggan terhadap loyalitas pelanggan dalam berbelanja melalui E-commerce di Indonesia. Al Tijarah, 5(1), 46-56.
  • Rahman, N. H., Razak, A., & Hakim, A. (2025). Peran Mediasi Kepuasan Pelanggan dalam Hubungan antara Kualitas Pelayanan dan Loyalitas Pelanggan: Studi pada Online Shop Grosir Naufal Kendari. RIGGS: Journal of Artificial Intelligence and Digital Business, 4(2), 7517-7522. https://doi.org/10.31004/riggs.v4i2.1851
  • Richardson, R. and Cokki, C. (2023). Determinan niat pembelian ulang pelanggan shopee di jakarta. Jurnal Manajerial Dan Kewirausahaan, 5(1), 47-55. https://doi.org/10.24912/jmk.v5i1.22512
  • Setiawati, R., Indayani, L., & Abadiyah, R. (2023). Analisis Brand Awareness, Word of Mouth dan Perceived Quality terhadap Keputusan Pembelian pada Pengguna Shopeefood di Sidoarjo. Management Studies and Entrepreneurship Journal (MSEJ), 4(5), 6102-6114.
  • Sigit Sandika, Wisnu Hardinata, & Nova Yanti Maleha. (2025). Analisis Pengaruh Kualitas Pelayanan, Persepsi Harga Dan Kepuasan Terhadap Loyalitas Konsumen (Studi Kasus Pada E-Commerce Shopee). Jurnal Ekonomi Bisnis, Manajemen Dan Akuntansi, 4(1), 213–222. https://doi.org/10.61930/jebmak.v4i1.1119
  • Simamora, V. and Maryana, D. (2023). Pengaruh online customer review dan online customer rating terhadap keputusan pembelian pada aplikasi tokopedia dimoderasi oleh kualitas produk. Cakrawala Repositori Imwi, 6(1), 666-680. https://doi.org/10.52851/cakrawala.v6i1.189
  • Sulistyawati, U. S., & Munawir. (2024). Membangun Keunggulan Kompetitif melalui Platform E-Commerce: Studi Kasus Tokopedia. Jurnal Manajemen Dan Teknologi, 1(1), 43-56. https://doi.org/10.63447/jmt.v1i1.776
  • Suwanto, V. L., Theodore, D., Syam, A., & Ardyan, E. (2025). Peran Mediasi Kepercayaan Pelanggan Di E-Commerce: Kepuasan Pembayaran, Kepuasan Setelah Pengiriman Dan Sikap Pelanggan. Nobel Management Review, 6(1), 16–32. https://doi.org/10.37476/nmar.v6i1.5080
  • Tjahjono, E. J., Ellitan, L., & Handayani, Y. I. (2021). Product Quality and Brand Image towards Customers’ Satisfaction through Purchase Decision of Wardah Cosmetic Products in Surabaya. Journal of Entrepreneurship and Business, 2(1), 56-70. https://doi.org/10.24123/jeb.v2i1.4023
  • Utomo, J., Nursyamsi, J., & Sukarno, A. (2023). Analisis pengaruh produk, promosi dan digital marketing terhadap keputusan pembelian pada belanja online dengan kepuasan konsumen sebagai intervening. Jurnal Ekonomi Dan Manajemen, 2(1), 100-116. https://doi.org/10.56127/jekma.v2i1.472
  • Wang, K. (2024). Influence of chinese consumers' behavior toward fashion products through online shopping use students as an example. International Journal of Academic Research in Accounting Finance and Management Sciences, 14(2). https://doi.org/10.6007/ijarafms/v14-i2/21429
  • Wardani, M. (2023). Pengaruh social media, word of mouth (wom) dan lifestyle terhadap keputusan pembelian pada toko online yuika shop. Serat Acitya, 12(1), 140-156. https://doi.org/10.56444/sa.v12i1.608
  • Wigayha, C. K., & Winata, V. (2025). Efektifitas Dalam Manajemen E-Commerce: Meningkatkan Operasional Dan Kepuasan Pelanggan. Jumder: Jurnal Bisnis Digital Dan Ekonomi Kreatif, 1(5), 31–41. Retrieved from https://journal.dinamikapublika.id/index.php/JUMDER/article/view/129
  • Wijayanthi, I. A. T., Karwini, N. K., Handayani, N. W. A. R., Setiyarti, T., & Laswitarni, N. K. (2025). Faktor-Faktor Yang Mempengaruhi Loyalitas Konsumen Melalui Kepuasan Konsumen: Analisis Kualitas Layanan, Kepercayaan Merek, Dan Pengalaman Konsumen. Majalah Ilmiah Dian Ilmu, 25(1), 40-61. https://doi.org/10.37849/midi.v25i1.477

Author Biographies

  • Sarwo Eddy Wibowo, Politeknik Negeri Samarinda.

    Marketing Management Study Program, Politeknik Negeri Samarinda, Samarinda City, East Kalimantan Province, Indonesia.

  • Sylvia Kartika 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.

License

Copyright (c) 2026 Sarwo Eddy Wibowo, Dhamayanti, Obing Zaid Sobir, Dipa Teruna Awaludin, Ahmad Syauqi

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

This is an open-access journal. All articles are distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Under this license, you are free to:

  • Share: Copy and redistribute the material in any medium or format.
  • Adapt: Remix, transform, and build upon the material for any purpose, even commercially.

Attribution Requirements:
You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.

Copyright and Retention:
Authors retain copyright without restrictions and grant this journal the right of first publication under an open-access model. The journal retains non-exclusive publishing rights for archiving, indexing, and scholarly dissemination.

Usage Statistics

Most read articles by the same author(s)