The Influence of Perceived Value And E-Service Quality on Customer Satisfaction Among Users of the Soco By Sociolla Application in Surabaya
Keywords:
Customer Satisfaction, E-Service Quality, Perceived Value
Abstract
In the era of digital development, beauty, and personal care e-commerce has gained significant popularity among the public. SOCO by Sociolla is one of the beauty e-commerce platforms in Indonesia. The purpose of this research is to investigate the connection between perceived value and e-service quality and customer satisfaction among users of the SOCO by Sociolla application in Surabaya. The quantitive method is employed in this research. The population of this study is the people of Surabaya. The sample of this research was selected using purposive sampling to select individuals who met specific criteria. These criteria included downloading the SOCO by Sociolla application, actively using it by making purchases, and having a history of at least two separate purchases. Ultimately, the study included 91 respondents who met these criteria. The research utilized Smart PLS software as the analysis tool. This study’s conclusions demonstrate that among Surabaya City users of the SOCO by Sociolla, perceived value and e-service quality have a positive significant influence on customer satisfaction.
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Bella Sakti, D., & Wijayanto, A. (2023). The Influence of E-Service Quality and Perceived Value on Customer Satisfaction at Shopee E-Commerce (Study of Generation Z Consumers at Diponegoro University, Semarang). Journal of Business Administration (Vol. 12, Issue 1). https://ejournal3.undip.ac.id/index.php/jiab
Ciputra, W., & Prasetya, W. (2020). Analysis of the Influence of E-Service Quality, Perceived Value on Customer Satisfaction, Trust, and Customer Behavioral Intention. COMMENTATE: Journal of Communication Management, 1(2), 109. https://doi.org/10.37535/103001220201
Danurwindo, M, A, H., Anwar, M. & Handayani, W. (2021). The Role of Perceived Usefulness, Customer Satisfaction, and Emotional Stability, on Repurchase Intention of C2C Online Shop in Surabaya. Matrix: Journal of Management, Business Strategy and Entrepreneurship, Vol. 15 No. 1, 109-122.
Dino & Suryadi. (2021). The Influence of E-Service Quality, Trust and Customer Perceived Value on Customer Satisfaction in Grab Online Transportation in Metro Cities. Journal of Diversification Management (Vol. 1, Issue 2).
Fadhlurrahman, A. & Wardhani, N, I, K. (2023). The Effect of Brand Image and Perceived Value on Customer Loyalty of iPhone Users in Malang City. International Journal of Social Science and Education Research Studies (Vol. 03, Issue 09), 1861-1865. https://doi.org/10.55677/ijssers/V03I9Y2023-11
Ferry Wibowo, S. & Atia Raidah, R. (2019). Analysis of the Influence of E-Service Quality and Perceived Service Value on Tokopedia Customer Satisfaction. Indonesian Science Management Research Journal (JRMSI), 10(1), 2301–8313. https://doi.org/10.21009/JRMSI
Isbahi, M. B. (2023). Factors Influencing Purchase Behavior: Consumer Interest, Price, and Product Quality (Literature Review HRM). Danadyaksa: Post Modern Economy Journal, 1(1), 18–36. https://doi.org/10.69965/danadyaksa.v1i1.6
Juhria, A., Meinitasari, N., Iqbal Fauzi, F., Yusuf, A., & Business Economics, Singaperbangsa University, F. (2021). 55-62 journal.feb.unmul.ac.id/index. Journal of Management, 13(1). https://kominfo.go.id,
Maradita, F., & Susilawati, M. (2021). The Influence of Atmosphere, Food Quality, and Perceived Value on Customer Satisfaction at Sumbawa Goa Restaurants. National Journal of Marketing & Human Resources Management (Vol. 2, No. 1).
Mulia, I, O. & Fitriyah, Z. (2023). The Impact of E-Service Quality and Sales Promotion on Purchase Decisions in the Zalora Online Shopping Application (Case Study on Zalora Consumers in Surabaya). Journal of Digital Economics and Business (MINISTAL), Vol. 2, no. 3, 997-1006. https://doi.org/10.55927/ministal.v2i3.4806
Muniarty, P., Saputri, D., Wulandari. The Influence of E-Service Quality on E-Customer Satisfaction on the Shopee Marketplace. (Vol. 11, Issue 2).
Sajidah, RS, & Aulia, P. (2021). The Influence of E-Service Quality and Promotion on Customer Satisfaction with Grabfood Services. ProBank: Journal of Economics and Banking, Vol. 6(2), 179–191. http://e-journal.stie-aub.ac.id/index.php/probank
Sisvanka, A., & Aziz, F. (2022). The Influence of Perceived Value on Consumer Satisfaction of Carne Smoked BBQ Bandung. SEIKO: Journal of Management & Business, 5(2), 2022–2203. https://doi.org/10.37531/sejaman.v5i1.1883
Toha, Mohamad & Supriyanto. (2023). Factors Influencing the Consumer Research Process: Market Target, Purchasing Behavior and Market Demand (Literature Review Of Consumer Behavior). Danadyaksa: Post Modern Economy Journal, 1(1), 1–17. Retrieved from https://e-journal.bustanul-ulum.id/in
Toha, Mohamad & Habibah, N.J. (2023). MSME Empowerment and Development Program to Increase Consumer Satisfaction. Sahwahita: Community Engagement Journal, 1(1), 26-39. https://e-journal.bustanul-ulum.id/index.php/Sahwahita/article/view/24 Wahid, N., & Ratmono. (2022). The Influence of E-Service Quality and Ease of the PLN Mobile Application on Customer Satisfaction (at the PLN Metro Customer Service Unit). Journal of Diversification Management Vol. 2, No. 3, 740-750.
Yanto, R, T, Y., & Anjarsari, A, D. (2021). The Influence of E-Service Quality on E-Commerce Customer Satisfaction (Case Study of Shopee Online Store Users). Journal of Business and Marketing (Volume 11, No. 1).
Yokiman, O., et al. (2021). The Influence of E-Service Quality and Perceived Value on Customer Satisfaction on the Bukalapak Mobile Application. Literature for Social Impact and Cultural Studies, Vol. 3, no. 1, 23-34. https://doi.org/10.37010/lit.v3i1.130
Published
2024-08-31
How to Cite
Siwi, A., & Dermawan, R. (2024). The Influence of Perceived Value And E-Service Quality on Customer Satisfaction Among Users of the Soco By Sociolla Application in Surabaya. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 7(3), 6478-6490. https://doi.org/10.31538/iijse.v7i3.5205
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Articles
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