Service quality, customer satisfaction, and perceived performance of e-commerce

Abstract

The study was intended to analyze service quality on customer satisfaction at e-commerce Lazada. The research population consists only of customers using e-commerce Lazada. The research sample is Lazada’s customers in Padang who use Lazada application at least once for online shopping. The number of the samples is 206 respondents. Data collection was done through Google Form surveys and analyzed using SmartPLS4.0 software. The results of this study are: (1) the quality of service has significant and positive effects on perceived performance, (2) perceived performance has significant and positive effects on customer satisfaction, (3) the quality of service has a significant and positive effect on customer satisfaction, (4) quality services affect significant and positive customer satisfaction that is mediated by performance perception.