THE EFFECT OF PRICE, DELIVERY TIMELINESS AND SERVICE QUALITY ON CONSUMER SATISFACTION IN USING SHOPEE EXPRESS SHIPPING SERVICES (Case Study on Management Study Program Students of Unisla Lamongan)

Abstract

The rapid development of e-commerce has a direct impact on the increasing demand for fast and reliable expedition services. Shopee Express is one of the main choices for users, especially students. This study aims to analyze the effect of price, on-time delivery, and service quality on consumer satisfaction in using Shopee Express services partially and simultaneously. The study used a quantitative approach with a survey method of 90 respondents from UNISLA Management Study Program students. Data analysis was carried out through multiple linear regression with the help of SPSS version 25. The results of the study showed that the three independent variables had a significant effect on consumer satisfaction, both partially and simultaneously. Service quality is the most dominant variable influencing satisfaction. This finding implies that Shopee Express needs to improve service reliability and delivery consistency in order to increase consumer loyalty.