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This study examines how courier performance, delivery location, delivery time, and complaint service availability affect customer satisfaction in online shopping applications, finding all factors significantly enhance satisfaction, particularly delivery time. The research utilized a quantitative approach with 300 respondents in Medan and employed PLS-SEM for analysis. Recommendations for e-commerce platforms include improving delivery efficiency and establishing a proactive complaint system to bolster custo

Author

Raunak Naik

Language

EN