The Effect of the Implementation of E-Service Quality on Customer Satisfaction During the COVID-19 Pandemic at PT. Shopee Internasional Indonesia

Abstract

Currently the world economy is experiencing heavy pressure caused by the COVID-19 virus or what is known as the corona virus. This virus is coming to be known by the wider community in 2020. This topic aims to discuss whether the global impact caused by corona to the world economy, especially in the field of e-commerce services at PT. Shopee Internasional Indonesia. Seeing economic development and the impact of the economy not only on the economic sphere, but health and culture also have an impact on the economy. Evidenced by the spread of the corona virus has a negative impact on the economy. \n \nTechnology that is developing so rapidly should be able to be utilized by business people. The use of the right technology will be able to improve company performance. Long, complicated and time-consuming business processes can be more efficient and help reduce costs. E-commerce is a technology that should be applied in companies. E-commerce is the answer to the demands of globalization. The fast growing growth of internet users should be the reason why companies should try to implement e-commerce, even though the development of e-commerce users is not that impressive compared to the growth of internet users. The phenomenon of e-commerce is not well understood and supported, especially in developing countries like Indonesia. \n \nThe application of e-commerce will be able to increase the competitive advantage of the company. The implementation of e-commerce requires a mature strategy that has been decided by the management of the company, including preparing my resources for reliable technology and human resources in the field of information technology. Build an information system to manage company operations. Has a fast and short service and transaction mechanism with good security. Establish good cooperation with suppliers and distributors. If all of the above can be done properly, it will be able to increase the company s competitive advantage.