The Influence of E-Service Quality, Product Authenticity, and Delivery Speed on Consumer Satisfaction in TikTok Shop
Keywords:
E-Service Quality, Product Authenticity, Delivery Speed, Consumer Satisfaction, TikTok Shop
Abstract
This study aims to determine the influence of E-Service Quality, product authenticity, and delivery speed on consumer satisfaction at TikTok Shop. This research used a quantitative approach involving 180 students from the Faculty of Economics and Business at Universitas Muhammadiyah Palu as respondents, selected through purposive sampling. Data were collected through questionnaires and analyzed using multiple linear regression. The results of the study indicate that E-Service Quality does not have a significant effect on consumer satisfaction, while product authenticity and delivery speed have a positive and significant effect on consumer satisfaction. Simultaneously, the three variables significantly influence consumer satisfaction, with product authenticity being the most dominant factor.
References
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Setiawan, B., & Mulyani, N. (2020). Analyze the influence of delivery speed and information quality on Shopee customer satisfaction. Journal of Management Science and Research, 9(6), 1–15.
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Susanti, Y., & Nugroho, A. (2023). The impact of influencers on purchase decisions and consumer satisfaction through TikTok Shop. Indonesian Journal of Digital Economy, 2(1), 17–29.
Utami, A. T., & Pradipta, R. D. (2020). E-Service Quality as a Determining Factor for Consumer Satisfaction in the Online Marketplace. Journal of Business Administration, 9(4), 55–64.
Wahyuni, E., & Cahyono, E. F. (2022). Evaluation of Delivery Speed and Product Quality on E-Commerce Customer Loyalty. Journal of Management Science, 10(3), 112–123.
Wang, Y., & Chen, X. (2019). The Influence of Product Authenticity on Online Consumer Trust and Loyalty. Journal of Marketing Development and Competitiveness, 13(3), 56–67.
Wijaya, D. A., & Hartati, S. (2023). Delivery Speed and Customer Satisfaction in Online Shopping Through Social Media. Journal of Digital Economics and Business, 5(1), 45–58.
Wijaya, I. (2021). Digital Customer Experience and Its Impact on Consumer Satisfaction. Journal of Management Research, 9(2), 154
Al Karim, R., & Chowdhury, M. A. F. (2022). Impact of E-Service Quality on Customer Satisfaction in E-Commerce: Evidence from Bangladesh. Journal of Marketing and Consumer Research, 90, 12–24.
Alalwan, A. A. (2021). Examining the impact of eWOM and online customer reviews on customer purchase intention: The mediating role of trust. Journal of Consumer Behaviour, 20(2), 239–251.
Ali, F., & Gaur, S. S. (2021). Understanding the influence of e-service quality on customer engagement and repurchase intention in online shopping environments. Journal of Retailing and Consumer Services, 63, 102724.
Alma, B. (2020). Marketing Management and Service Marketing. Bandung: Alfabeta.
Arief, M., & Lestari, N. (2020). The Influence of Product Authenticity and Price Perception on Online Customer Satisfaction. Journal of Management Science, 8(2), 114–123.
Farida, N., & Astuti, W. (2022). The influence of e-service quality on customer satisfaction in e-commerce with trust as a mediating variable. Indonesian Journal of Management and Business, 9(1), 45–58.
Farida, N., & Yuliana, E. (2020). The Role of Product Authenticity and Delivery Speed in Building Online Customer Satisfaction. Jurnal Manajemen Indonesia, 20(1), 33–45.
Ghozali, I. (2018). Multivariate Analysis Application with IBM SPSS 25 Program. Semarang: Publishing Agency of Diponegoro University.
Gunawan, B., & Susanto, H. (2022). The Influence of Social Commerce Factors on Customer Purchase Intention and Satisfaction. International Journal of Interactive Mobile Technologies (iJIM), 16(4), 101–112.
Hamzah, A. A., & Yusof, J. M. (2019). Customer Satisfaction in Online Shopping: The Role of E-Service Quality, Product Authenticity, and Delivery Reliability. Asian Journal of Business Research, 9(2), 84–95.
Hasan, A. (2021). Marketing and Choice Cases. Jakarta: Mitra Wacana Media.
Huang, Y., & Lin, C. (2022). E-Service Quality and Customer Satisfaction in Social Commerce Platforms. Journal of Electronic Commerce Research, 23(1), 44–59.
Kartika, A. R., & Dewi, R. S. (2021). The Influence of Product Originality on Consumer Satisfaction and Loyalty in Fashion E-Commerce. Journal of Economics and Business, 9(1), 89–96.
Kim, J., & Park, H. (2021). The Effect of Delivery Speed on Customer Satisfaction in E-Commerce. International Journal of Business and Management, 16(2), 95–107.
Kotler, P., & Keller, K. L. (2022). Marketing Management (16th ed.). Pearson Education Limited.
Kurniawan, A., & Lestari, R. (2020). The Effect of Product Authenticity and Trust on Customer Satisfaction on the Indonesian Marketplace Platform. Journal of Service Management and Marketing, 13(2), 115–128.
Lee, J., Kim, D., & Park, S. (2020). Product Authenticity and Consumer Trust in Online Shopping. Journal of Retailing and Consumer Services, 54, 102–118.
Liu, Y., & Tang, J. (2023). Logistics service quality, customer satisfaction and repurchase intention in cross-border e-commerce: Evidence from Southeast Asia. International Journal of Logistics Management, 34(1), 99–116.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2021). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213–233.
Pertiwi, A. D., & Puspaningrum, A. (2022). The Effect of Delivery Speed and Trust on Shopee Customer Satisfaction. Journal of Economic and Business Research, 15(3), 75–84.
Prasetyo, H., Cahyono, Y., & Sari, M. (2020). The Effect of E-Service Quality on Customer Satisfaction in Online Shopping Services. Journal of Business and Management, 7(1), 44–51.
Pratama, H. A., & Rahmawati, I. (2021). The effect of e-service quality and product originality on customer satisfaction on the Shopee marketplace. Journal of Management and Business Research, 16(2), 130–140.
Putri, N. P., & Setiawan, H. (2021). The Effect of Online Service Quality on Tokopedia Customer Satisfaction. Indonesian Journal of Economics and Business, 36(1), 71–82.
Putri, S. M., Hasanah, U., & Hidayat, T. (2021). The Effect of Electronic Service Quality on E-Commerce User Satisfaction in Indonesia. Journal of Information and Communication Technology, 10(2), 129–138.
Rahayu, S., & Dewi, A. (2021). E-Service Quality and Its Impact on Customer Loyalty through Satisfaction in the Context of Shopee Indonesia. Journal of Digital Marketing and E-Commerce, 6(2), 62–74.
Rahmawati, R. D. (2023). Delivery Speed and Product Quality as Determinants of Customer Satisfaction in the Marketplace. Journal of Digital Management, 5(1), 22–30.
Retnowati, S. (2021). Post-Purchase Evaluation in E-Commerce Consumer Satisfaction. Journal of Digital Business, 5(2), 101–115.
Sari, F., & Nugroho, R. (2022). Analysis of Customer Satisfaction on E-Service Quality in TikTok Shop Users in Jakarta. Journal of Management and Marketing, 14(1), 65–73.
Setiawan, B., & Mulyani, N. (2020). Analyze the influence of delivery speed and information quality on Shopee customer satisfaction. Journal of Management Science and Research, 9(6), 1–15.
Sugiyono. (2022). Quantitative, Qualitative, and Combination Research Methods (Mixed Methods). Bandung: Alfabeta.
Susanti, Y., & Nugroho, A. (2023). The impact of influencers on purchase decisions and consumer satisfaction through TikTok Shop. Indonesian Journal of Digital Economy, 2(1), 17–29.
Utami, A. T., & Pradipta, R. D. (2020). E-Service Quality as a Determining Factor for Consumer Satisfaction in the Online Marketplace. Journal of Business Administration, 9(4), 55–64.
Wahyuni, E., & Cahyono, E. F. (2022). Evaluation of Delivery Speed and Product Quality on E-Commerce Customer Loyalty. Journal of Management Science, 10(3), 112–123.
Wang, Y., & Chen, X. (2019). The Influence of Product Authenticity on Online Consumer Trust and Loyalty. Journal of Marketing Development and Competitiveness, 13(3), 56–67.
Wijaya, D. A., & Hartati, S. (2023). Delivery Speed and Customer Satisfaction in Online Shopping Through Social Media. Journal of Digital Economics and Business, 5(1), 45–58.
Wijaya, I. (2021). Digital Customer Experience and Its Impact on Consumer Satisfaction. Journal of Management Research, 9(2), 154
Published
2026-07-30
How to Cite
Seni Amelia Laode Saniharu, Sarifuddin T., & Nasrulhak Akkas. (2026). The Influence of E-Service Quality, Product Authenticity, and Delivery Speed on Consumer Satisfaction in TikTok Shop. International Journal of Health, Economics, and Social Sciences (IJHESS), 8(3), 978~982. https://doi.org/10.56338/ijhess.v8i3.11977
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Copyright (c) 2026 Seni Amelia Laode Saniharu, Sarifuddin T., Nasrulhak Akkas
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