THE EFFECT OF PRODUCT QUALITY AND DELIVERY SERVICE ON ONLINE-CUSTOMER SATISFACTION IN ZALORA INDONESIA
Abstract: The number of online
transaction in Indonesia has increased in recent years with fashion products currently
dominate the e-commerce market as the most frequently purchased products. The
aims of this study are to analyze the effects of product quality and delivery
service on online-customer satisfaction withdrawing taking online fashion
retailer Zalora Indonesia as its research object. This research is causal type
of research which uses primary data obtained through questionnaires and uses
Multiple Regression Analysis. The population observed is people in Manado who have
purchased Zalora Indonesia products online with 100 respondents as the sample
size. The result of this study shows that product quality and delivery service
have significant effects on online-customer satisfaction. To increase customer
satisfaction, the recommendations for online shop owners are to maintain
product quality, variety and availability in order to meet customer expectation
as well as consistently offer reliable and safe delivery service at promised
delivery schedule which encourage repeat purchases.
Author: Laras Putri Handoko
Journal Code: jpmanajemengg160091
