The Effect of Digital Marketing Strategy and Service Quality on Customer Satisfaction in the Indonesian E-Commerce Industry

Authors

  • Dwi Novaria Misidawati UIN K.H. Abdurrahman Wahid
  • Darmiono Darmiono Akademi Ketatalaksanaan Pelayaran Niaga Bahtera
  • Erwina Kartika Devi Institut Islam Al-Mujaddid Sabak
  • Siti Fatimah Institut Islam Al-Mujaddid Sabak
  • Sarwono Sarwono Institut Islam Al-Mujaddid Sabak

DOI:

https://doi.org/10.61194/ijmb.v1i2.145

Keywords:

E-commerce, Digital Marketing Strategy, Service Quality, Customer Satisfaction, Indonesian Market

Abstract

This study investigates the influence of digital marketing strategy and service quality on customer satisfaction within the Indonesian e-commerce industry. Driven by the significant growth of e-commerce in Indonesia, the research aims to identify the key factors that impact customer satisfaction and provide actionable insights for e-commerce businesses. Utilizing a quantitative research design, data were collected from 200 Indonesian e-commerce customers through a structured questionnaire. The analysis employs Structural Equation Modeling (SEM) with Partial Least Squares (PLS) to evaluate the relationships between digital marketing strategy, service quality, and customer satisfaction. Results indicate that both digital marketing strategy and service quality positively and significantly affect customer satisfaction. The findings underscore the importance of integrating robust digital marketing tactics and maintaining high service quality to enhance customer satisfaction and loyalty in the competitive e-commerce landscape of Indonesia. These insights offer valuable recommendations for e-commerce companies aiming to improve their customer engagement and service delivery practices.

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Published

2023-08-31

How to Cite

Misidawati, D. N., Darmiono, D., Devi, E. K., Fatimah, S., & Sarwono, S. (2023). The Effect of Digital Marketing Strategy and Service Quality on Customer Satisfaction in the Indonesian E-Commerce Industry. Sinergi International Journal of Management and Business, 1(2), 160–171. https://doi.org/10.61194/ijmb.v1i2.145

Issue

Vol. 1 No. 2 (2023): August 2023

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Articles

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Copyright (c) 2023 Dwi Novaria Misidawati, Darmiono Darmiono, Erwina Kartika Devi, Siti Fatimah, Sarwono Sarwono

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This work is licensed under a Creative Commons Attribution 4.0 International License.