| Issue |
SHS Web Conf.
Volume 149, 2022
International Conference on Social Science 2022 “Integrating Social Science Innovations on Post Pandemic Through Society 5.0” (ICSS 2022)
|
|
|---|---|---|
| Article Number | 03012 | |
| Number of page(s) | 4 | |
| Section | Social Science | |
| DOI | https://doi.org/10.1051/shsconf/202214903012 | |
| Published online | 18 November 2022 | |
Impact of Service Quality and Complaint Management on Customer Satisfaction Case Study from E-Commerce Marketing Client Lazada
1 Bahauddin Mudhary University Madura, Sumenep, East Java, Indonesia
2 Tornojoyo Madura University, Bangkalan, East Java, Indonesia
* Corresponding author: nitaselvia@unibamadura.ac.id
The purpose of this study was to clarify (1) the impact of service quality on Lazada user satisfaction, (2) the impact of complaints handling on Lazada user satisfaction, and (3) the impact of satisfaction of users on the loyalty of Lazada users. The study measures service quality, complaint handling and customer satisfaction as precedent to influence consumer loyalty. The sample for this study was 130 consumers who shopped on Lazada. All data studied were analysed with a structural equation model using the PLS Wrap computer program. The main findings of this study were that the quality of service had a significant positive effect on consumer satisfaction, the handling of complaints also had a significant positive effect on consumer satisfaction and consumer satisfaction and consumer loyalty. It has been shown to produce results that have a positive effect The final conclusions of the consumer retention survey can be recommended as having important management implications. The researchers believe that the approach used in this study can help companies gain insights into the relative contribution of each specific aspect of complaint management to customer satisfaction and retention.
Key words: Quality of service / Complaint handling / Consumer satisfaction / Consumer loyalty
© The Authors, published by EDP Sciences, 2022
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.
Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.
Initial download of the metrics may take a while.