https://mail.insyma.org/proceedings/files/original/articles/Fitri_Novika_Widjaja.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 22, 2025) Proceedings meta_title The Effect of Logistics Service Quality On Customer Satisfaction and Customer Loyalty For Shopee Users Indonesia Author #1 Barbara Lorentsia Author #2 Fitri Novika Widjaja Author #3 Veny Megawati Abstract/Description This study aims to examine the effect of timeliness, availability, condition, return, order accuracy and order discrepancy handling on customer satisfaction and customer loyalty in Shopee users. Respondents in this study were users of Shopee in Indonesia. The data taken for this study were 185 respondents in Surabaya who had made transactions more than 3 times in the last 3 months on the Shopee application and respondents who had used the return and customer service feature. The data that has been collected is then analyzed with the Structural Equation Modeling (SEM) measurement model using IBM SPSS version 24 and Smart PLS 4 software. After the data processing process, the results show that the condition and return variable does not have a significant effect on customer satisfaction. Meanwhile, the variables of timeliness, availability, order accuracy and order discrepancy handling have a positive and significant effect on customer satisfaction and the variable timeliness, availability, condition, return, and customer satisfaction have a positive and significant effect on customer loyalty in Shopee users in Indonesia. keywords a;b;c;d Return, Order Accuracy, Order Discrepancy Handling, Customer Satisfaction, Customer Loyalty publication_date 2025/06/20 2025/06/15 pdf_url https://insyma.org/proceedings/files/articles/Fitri_Novika_Widjaja.pdf abstract_html_url https://insyma.org/proceedings/items/show/ https://insyma.org/proceedings/items/show/414 firstpage 631 lastpage 636 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (INSYMA) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 103 Volume 22 authors Barbara Lorentsia, Fitri Novika Widjaja, Veny Megawati Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource The Effect of Logistics Service Quality On Customer Satisfaction and Customer Loyalty For Shopee Users Indonesia Creator An entity primarily responsible for making the resource Barbara Lorentsia, Fitri Novika Widjaja, Veny Megawati