An Empirical Analysis of Customer Satisfaction of E-Commerce Services in Indonesia

The rapid growth of e-commerce in Indonesia has led to significant changes in consumer behavior and expectations. E-commerce has become an inseparable part of our daily lives, especially in Indonesia. Many local and international e-commerce platforms are present and competing fiercely to attract buyers. Technological developments have also made the online shopping process easier, from payment to delivery of goods. The aim of this research is to find the factors that determine buyers when shopping for products on the JD.Id E-Commerce platform. The respondents in this research were 50 customers aged 18-55 years. Collecting data by distributing questionnaires using a Likert scale. The questions in the questionnaire are divided into three aspects, namely: (1) Aspect of Shopping; (2) Product aspects; (3) Services aspect. The conclusions from this research are free shipping, quality, price, usability is the main determining factor in online shopping.