Faktor-Faktor Yang Memengaruhi Kepuasan Konsumen Pada Promosi Belanja Satu Hari
DOI:
https://doi.org/10.59945/jpnm.v4i4.1673Keywords:
Kepuasan Konsumen, Kualitas Sistem, Kualitas Informasi, Kualitas Layanan, Kualitas ProdukAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas sistem, kualitas informasi, kualitas layanan, kualitas produk, dan kualitas pengiriman terhadap kepuasan menyeluruh konsumen pada promosi belanja satu hari di platform e-commerce. Penelitian ini menggunakan kuantitatif dengan metode survey cross-sectional terhadap 222 responden yang pernah berbelanja pada promosi belanja satu hari. Data dianalisis menggunakan metode Structural Equation Modeling (SEM) dengan bantuan program AMOS. Hasil penelitian menunjukkan bahwa kualitas layanan dan kualitas produk berpengaruh positif dan signifikan terhadap kepuasan menyeluruh konsumen, sedangkan kualitas sistem, kualitas informasi, dan kualitas pengiriman tidak menunjukkan pengaruh yang signifikan. Temuan ini mengindikasikan bahwa konsumen lebih mengutamakan kualitas pelayanan dan produk dibandingkan aspek teknik platform, informasi, maupun pengiriman yang telah dianggap memenuhi harapan. Penelitian ini diharapkan dapat memberikan kontribusi bagi pengembangan penelitian mengenai kepuasan konsumen pada promosi belanja satu hari serta menjadi masukan bagi pengelola marketplace dan pelaku usaha dalam meningkatkan kepuasan dan loyalitas pelanggan melalui peningkatan kualitas layanan dan kualitas produk.
References
Abdella, R. A., & Indradewa, R. (2024). Customer satisfaction in e-commerce: The role of service quality, product quality, and e-servicescape influences via perceived value. Journal of Management and Digital Business, 4(2), 368–382. https://doi.org/10.53088/jmdb.v4i2.1004
Ahn, T., Ryu, S., & Han, I. (2004). The impact of the online and offline features on the user acceptance of Internet shopping malls. Electronic Commerce Research and Applications, 3(4), 405–420. https://doi.org/10.1016/j.elerap.2004.05.001
Ahn, N. T. M., et al. (2025). Research on the impact of e-logistics service quality on customer satisfaction in e-commerce. International Journal of Research (IJR), 12(5), 45–56.
Akil, S., & Ungan, M. C. (2022). E-commerce logistics service quality: Customer satisfaction and loyalty. Journal of Electronic Commerce in Organizations, 20(1). https://doi.org/10.4018/JECO.292473
Azizah, I., & Indrawati, I. (2022). The influences of flash sale promotion on shopping enjoyment and impulse buying of Shopee consumers Indonesia. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(3), 2055–2072. https://doi.org/10.31955/MEA.V6i3.2394
Biswas, K. M., Nusari, M., & Ghosh, A. (2019). The influence of website service quality on customer satisfaction towards online shopping: The mediating role of confirmation of expectation. International Journal of Management Science and Business Administration, 5(6), 7–14. https://doi.org/10.18775/ijmsba.1849-5664-5419.2014.56.1001
Chaerunnisa, K., Fadhillah, P. R., Marhamah, S., Hukama, L. D., & Simon, Z. Z. (2024). Hubungan antara flash sale, content marketing, kepuasan pelanggan, dan keputusan pembelian kembali. Journal of Economics and Business Aseanomics, 9(1), 2024–2043.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Pearson Education.
Mohd Paiz, N. A., Ali, M. H., Abdullah, A. R., & Mansor, Z. D. (2020). The effects of service quality on satisfaction and purchase intention in mobile commerce. International Journal of Business and Management, 15(4), 36. https://doi.org/10.5539/ijbm.v15n4p36
Oliviana, R. V. (2023). Anteseden dari e-commerce user satisfaction. Jurnal Ilmu Wawasan Pendidikan, 1(2), 669–678.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.
Sukardi, S., Jahid, M. A., & Hendrawan, S. (2023). E-service quality and promotion on customer loyalty: The importance of customer satisfaction. Jurnal Fokus Manajemen Bisnis, 13(2), 241–254. https://doi.org/10.12928/fokus.v13i2.9130
Sulova, S. (2023). A conceptual framework for the technological advancement of e-commerce applications. Businesses, 3(1), 220–230. https://doi.org/10.3390/businesses3010015
Tzeng, S. Y., Ertz, M., Jo, M. S., & Sarigöllü, E. (2020). Factors affecting customer satisfaction on online shopping holiday promotions. Marketing Intelligence & Planning, 39(4), 516–532. https://doi.org/10.1108/MIP-08-2020-0346
Vasić, N., Kilibarda, M., & Kaurin, T. (2019). The influence of online shopping determinants on customer satisfaction in the Serbian market. Journal of Theoretical and Applied Electronic Commerce Research, 14(2). https://doi.org/10.4067/S0718-18762019000200107
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 JPNM Jurnal Pustaka Nusantara Multidisiplin
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
