PENGARUH POST-PURCHASE SHIPPING: SHIPPING SERVICE, TRACKING SERVICE, RETURN SERVICE DAN CUSTOMER SERVICE TERHADAP CUSTOMER BEHAVIOR INTENTION DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENGGUNA E-COMMERCE SHOPEE

This study aims to determine the effect of post-purchase delivery: delivery service, tracking service, return service and customer service on customer behavioral intentions and customer satisfaction as an intervention variable for Shopee ecommerce users. This study uses primary data with a sample of 223 respondents with non-probability sampling method and sampling technique using purposive sampling method. Data was collected through distributing questionnaires on Google Form. Analysis of the data used is the influence test with the test method Structural Equation Modeling (SEM), supported by the AMOS. The results of this study indicate that shipping service, tracking service, return service and customer service had a positive and significant direct influence on customer satisfaction. The results show that customer satisfaction indirectly mediates the relationship of service delivery, return service and customer service to customer behavioral intentions. The results show that customer satisfaction does not indirectly mediate the relationship between tracking service and customer behavioral intentions.