Analisis Kepuasan Pelanggan Pada Platform E-commence Shope Menggunakan Metode Indeks Kepuasan Pelanggan (CSI)
Keywords:
Customer satisfaction, Shope, Customer Satisfaction Index (CSI), E-commerce, Digital platform.Abstract
This study aims to analyze customer satisfaction with the Shopee e-commerce platform using the Customer Satisfaction Index (CSI) method. The study employed one variable, namely customer satisfaction, measured through product price, service quality, application ease of use, promotions and discounts, shopping experience, and service speed. The researcher applied a descriptive quantitative approach by distributing questionnaires to 100 Shopee users during the 2026 research period. The findings indicate a CSI value of 79.37%, which falls into the satisfied category. These results show that Shopee’s services have met customer expectations. This study recommends improving service responsiveness and accuracy to strengthen customer satisfaction.
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