Analysis of User Perceptions of Shopee’s Delivery Service Quality in the Jabodetabek Area

Syfa Putri Soleha Marbun; Putri Saharani; Muhammad Dafa Santoso; Hasna Atika Candra Lestari; Rizka Zakiah

doi:10.62238/emis.v2i1.247

Authors

Syfa Putri Soleha Marbun Universitas Negeri Jakarta, Indonesia Author
Putri Saharani Universitas Negeri Jakarta, Indonesia Author
Muhammad Dafa Santoso Universitas Negeri Jakarta, Indonesia Author
Hasna Atika Candra Lestari Universitas Negeri Jakarta, Indonesia Author
Rizka Zakiah Universitas Negeri Jakarta, Indonesia Author

DOI:

https://doi.org/10.62238/emis.v2i1.247

Keywords:

e-commerce, shopee delivery services, user perception, delivery timeliness, online shopping behavior

Abstract

The advancement of digital technology has significantly transformed consumer shopping behavior, with e-commerce platforms such as Shopee becoming the primary choice for Indonesian consumers, particularly in the Greater Jakarta area (Jabodetabek). This study aims to analyze user perceptions of Shopee’s delivery services. Employing a qualitative approach, data were collected through an online questionnaire distributed to 212 respondents residing in the Jakarta, Bogor, Depok, Tangerang, and Bekasi region. The findings reveal that most respondents hold a positive perception of Shopee’s delivery services, especially in terms of delivery timeliness, package tracking, and the variety of available courier options. Free shipping promotions also contribute significantly to strengthening users’ positive perception. However, some users reported dissatisfaction with the lack of flexibility in scheduling deliveries or adjusting delivery routes. These findings reinforce previous studies indicating that delivery quality particularly speed and reliability plays a vital role in shaping user perceptions of e-commerce services. Shopee is advised to enhance its delivery flexibility to better meet user needs and expectations. Improving these aspects can strengthen user satisfaction and maintain Shopee’s competitive advantage in Indonesia’s growing e-commerce industry

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