Impact of Service Quality and Complaint Management on Customer Satisfaction Case Study from E-Commerce Marketing Client Lazada

Abstract

The purpose of this study was to clarify (1) the impact of service quality on Lazada user satisfaction, (2) the impact of complaints handling on Lazada user satisfaction, and (3) the impact of satisfaction of users on the loyalty of Lazada users. The study measures service quality, complaint handling and customer satisfaction as precedent to influence consumer loyalty. The sample for this study was 130 consumers who shopped on Lazada. All data studied were analysed with a structural equation model using the PLS Wrap computer program. The main findings of this study were that the quality of service had a significant positive effect on consumer satisfaction, the handling of complaints also had a significant positive effect on consumer satisfaction and consumer satisfaction and consumer loyalty. It has been shown to produce results that have a positive effect The final conclusions of the consumer retention survey can be recommended as having important management implications. The researchers believe that the approach used in this study can help companies gain insights into the relative contribution of each specific aspect of complaint management to customer satisfaction and retention.