Published: 2026-07-01

The Influence of Shopee Express Agent Service Quality on Consumer Decisions in South Binjai

DOI: 10.35870/emt.v10i3.6623

Suherni Suherni, Tri Dessy Fadillah
  • Suherni Suherni: Institut Syekh Abdul Halim Hasan Binjai
  • Tri Dessy Fadillah: Institut Syekh Abdul Halim Hasan Binjai
Cover Jurnal EMT KITA Vol 10 No 3 Juli 2026
Article Metrics
Share:

Abstract

The rapid growth of e-commerce has increased the importance of logistics services as a critical factor influencing consumer decision-making. This study aims to analyze the effect of service quality on consumer decisions in using Shopee Express (SPX) delivery services in Binjai Selatan. A quantitative approach with a causal research design was employed. Data were collected from 100 respondents who had previously used SPX services through a structured questionnaire measured using a Likert scale. The data were analyzed using validity and reliability tests, followed by multiple linear regression analysis. The results indicate that service quality has a significant influence on consumer decisions. Among the service quality dimensions, reliability has the strongest effect, followed by assurance, tangibles, and responsiveness. Meanwhile, empathy does not have a significant effect on consumer decision-making. The coefficient of determination shows that service quality explains a substantial proportion of consumer decision variance, while the remaining variance is influenced by other factors not examined in this study. These findings emphasize the importance of improving operational reliability and service assurance to enhance consumer trust and maintain competitiveness in the e-commerce logistics industry.

Keywords

Service Quality; Consumer Decision; Shopee Express

Peer Review Process

This article has undergone a double-blind peer review process to ensure quality and impartiality.

Indexing Information

Discover where this journal is indexed at our indexing page.

Open Science Badges

This journal supports transparency in research and encourages authors to meet criteria for Open Science Badges.

How to Cite

Suherni, S., & Fadillah, T. D. (2026). The Influence of Shopee Express Agent Service Quality on Consumer Decisions in South Binjai. Jurnal EMT KITA, 10(3), 1728-1736. https://doi.org/10.35870/emt.v10i3.6623
Article Information

This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.

  • Issue: Vol. 10 No. 3 (2026)

  • Section: Articles

  • Published: 2026-07-01

AI Research Hub

This article is indexed and available through various AI-powered research tools and citation platforms. Our AI Research Hub ensures that scholarly work is discoverable, accessible, and easily integrated into the global research ecosystem.

Semantic Scholar Scite Dimensions Connected Papers
Scholarly Connection Platforms
Dimensions Dimensions Connected Papers Connected Papers Scite Scite Google Scholar Google Scholar Semantic Scholar Semantic Scholar Garuda Garuda Scilit Scilit Crossref Crossref BASE BASE Zenodo Zenodo Unpaywall Unpaywall OpenCitations OpenCitations
Author Biographies
Suherni Suherni, Institut Syekh Abdul Halim Hasan Binjai
Google Scholar ResearchGate ORCID

Institut Syekh Abdul Halim Hasan Binjai, Binjai City, North Sumatra Province, Indonesia.

Tri Dessy Fadillah, Institut Syekh Abdul Halim Hasan Binjai
Google Scholar ResearchGate ORCID

Institut Syekh Abdul Halim Hasan Binjai, Binjai City, North Sumatra Province, Indonesia.

References
  • Anggraeni, T., & Sujianto, A. E. (2022). The effect of service quality and product quality on purchase decisions with customer satisfaction as intervening variables. Jae (Jurnal Akuntansi Dan Ekonomi), 7(2), 13–30. https://doi.org/10.29407/jae.v7i2.17865.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Anh, D. B. H., Lan, T. T. N., & Loi, L. M. (2023). The state of Vietnam e-commerce platforms and some marketing strategy related solutions. International Journal of Research in Finance and Management, 6(1), 90–93. https://doi.org/10.33545/26175754.2023.v6.i1b.199.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Cesariana, C., Juliansyah, F., & Fitriyani, R. (2022). Model keputusan pembelian melalui kepuasan konsumen pada marketplace: Kualitas produk dan kualitas pelayanan (literature review manajemen pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(1), 211–224. https://doi.org/10.38035/jmpis.v3i1.867.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Elviera, C. D. (2022). Transformasi perilaku konsumen di masa pra dan pasca pandemi Covid-19 (studi kasus pembelian produk Shopee). Bisnis-Net Jurnal Ekonomi Dan Bisnis, 5(2), 171–180. https://doi.org/10.46576/bn.v5i2.2767.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Fauziyah, L., & Wahyudi, R. (2024). Analysis of flash deals and free delivery on twin dates e-commerce Shopee on purchase decisions: A literature review. Iscebe, 1(1), 1–4. https://doi.org/10.33830/iscebe.v1i1.3744.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Jaudah, T. M., Muhammad, F., Sriwangi, G., & Tee-Anastacio, P. A. D. (2025). Analysis of the utilization of artificial intelligence in Shopee’s live feature based on competition law. Journal of Private and Commercial Law, 8(2), 68–89. https://doi.org/10.15294/jpcl.v8i2.13286.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kameswari, N. P. V., & Rahyuda, I. K. (2023). Peran perceived value memediasi e-service quality terhadap e-loyalty. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 834. https://doi.org/10.24843/eeb.2023.v12.i05.p04.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kelvin, K., & Novani, S. (2023). Strategic decision analysis to manage competitive advantage for Shopee Indonesia. Jurnal Studi Manajemen Dan Bisnis, 10(1), 32–41. https://doi.org/10.21107/jsmb.v10i1.20479.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Khairi, M. A. S., Prabowo, E., Damayanti, P., Nurlis, Z. P., Putra, H., Rahman, R. R., Alfath, A., & Indriyani, T. (2025). Menjalankan bisnis menggunakan ponsel pintar berrupa e-commerce pada platform Shopee didumai. El-Mal Jurnal Kajian Ekonomi & Bisnis Islam, 6(10). https://doi.org/10.47467/elmal.v6i10.9156.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Lestari, N., Amanda, A., Febriani, F., Sail, J. B., & Alfian, A. (2025). Pengaruh digital marketing, promo Shopee tanggal istimewa dan FOMO terhadap minat beli di marketplace Shopee. Menawan, 3(5), 1–17. https://doi.org/10.61132/menawan.v3i5.1792.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Maharani, S., Majid, R., Yusuf, Isalman, & Ittaqullah, N. (2024). Penerapan digital marketing, gratis ongkir dan online costumer review terhadap keputusan pembelian di Shopee. 1(1), 84–97. https://doi.org/10.55598/homanis.v1i1.7.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Marbun, S. P. S. (2024). Analysis of user perceptions of Shopee’s delivery service quality in the Jabodetabek area. Jurnal Ekonomi Manajemen Dan Bisnis, 2(1), 26–31. https://doi.org/10.70716/emis.v2i1.247.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Novitasari, N., & Anwar, N. (2022). Enhanced technology for logistics courier delivery using RFID label to minimize processing time. Joiv International Journal on Informatics Visualization, 6(3), 610. https://doi.org/10.30630/joiv.6.3.1229.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Nusyirwan, N., Safrizal, S., & Putri, A. (2022). Faktor-faktor yang mempengaruhi keputusan pembelian produk travel pada PT. Penjuru Wisata Negeri Pekanbaru. Jurnal Ilmiah Multidisiplin, 1(05), 145–154. https://doi.org/10.56127/jukim.v1i05.591.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Rahayua, I., Setiawan, D. R., & Sofyan, M. (2021). Pengaruh digitalisasi dan persepsi terhadap kualitas pelayanan administrasi kependudukan di kelurahan ManggaBesar tahun 2021. Jurnal Ilmu Administrasi Publik, 1(6), 651–662. https://doi.org/10.31334/jiap.v1i6.2879.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Rextianto, Y. M., & Zahra. (2025). Analisis pengaruh kualitas pelayanan dan kepercayaan terhadap loyalitas pelanggan Shopee. J-Sime, 1(3), 126–139. https://doi.org/10.71417/j-sime.v1i3.256.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Veenam, P. (2024). Cross-border e-commerce: Opportunities and challenges in the global market. International Journal of Multidisciplinary Research and Growth Evaluation, 5(5), 272–281. https://doi.org/10.54660/.ijmrge.2024.5.5.272-281.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Wong, S. F., & Amri, A. (2024). Pengaruh kualitas pelayanan terhadap keputusan pembelian konsumen pada toko servis HP Cemerlang. Jrme, 1(2), 224–235. https://doi.org/10.61722/jrme.v1i2.1447.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
License & Copyright
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish with this journal agree to the following terms:

1. Copyright Retention and Open Access License

Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).

This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

2. Rights Granted Under CC BY 4.0

Under this license, readers are free to:

  • Share — copy and redistribute the material in any medium or format
  • Adapt — remix, transform, and build upon the material for any purpose, including commercial use
  • No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed

3. Attribution Requirements

All uses must include:

  • Proper citation of the original work
  • Link to the Creative Commons license
  • Indication if changes were made to the original work
  • No suggestion that the licensor endorses the user or their use

4. Additional Distribution Rights

Authors may:

  • Deposit the published version in institutional repositories
  • Share through academic social networks
  • Include in books, monographs, or other publications
  • Post on personal or institutional websites

Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.

5. Self-Archiving and Pre-Print Sharing

Authors are encouraged to:

  • Share pre-prints and post-prints online
  • Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
  • Engage in scholarly communication throughout the publication process

6. Open Access Commitment

This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.

Downloads