Customer Experience, Logistics Transparency, And Trust In Shopee: Implications For Customer Service Performance
Keywords:
Customer Experience, Logistics Transparency, Customer Service Performance, Ecommerce, Trust in Shopee, ShopeeAbstract
Customer Service Performance (CSP) on the Shopee e-commerce platform is investigated in this study in relation to Customer Experience (CX), Logistics Transparency (LT), and Trust in Shopee (TIS). By utilizing a Likert-scale questionnaire, data was gathered from Shopee users using a quantitative approach known as Partial Least Squares Structural Equation Modeling (PLS-SEM). We found that CX greatly improves CSP (β = 0.482; p < 0.05), and that LT has a major beneficial effect on CSP as well (β = 0.431; p < 0.05). These findings corroborate and bolster previous studies that have shown how customer experience drives service performance and how logistics transparency is a critical factor in determining customer happiness, loyalty, and trust. In order to enhance service performance, this study suggests that technology-based logistics solutions, such as real-time tracking and shipment information disclosure, should be integrated with customer experience management techniques. In order to keep Shopee viable in the increasingly competitive e-commerce industry, the practical recommendations stress the significance of streamlining application navigation, customizing services, and collaborating strategically with logistical partners.
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