The Influence of Logistics Service Quality on Customer Satisfaction and Customer Loyalty among Shopee Users in Indonesia

This study examines logistics service quality, satisfaction, and loyalty among Shopee users in Indonesia. A cross-sectional purposive survey of 205 respondents was analyzed using structural equation modeling in AMOS 29. Timeliness, order condition, order accuracy, and order discrepancy handling were positively associated with satisfaction; satisfaction was positively associated with loyalty. Accuracy had the largest observed logistics–satisfaction coefficient, although coefficient differences were not tested. The results suggest attention to accurate, intact, dependable deliveries and accessible recovery. Low average variance extracted and the concentration of respondents in East Java limit interpretation and generalization.