The Influence of Service Quality and Product Completeness on Customer Satisfaction of Sociolla (Studi Case in Sociolla Mall Kota Kasablanka)

Abstract

Sociolla as a beauty e-commerce has transforms by opening offline outlets throughout Indonesia. Customers prefer to come directly to the outlet because they can get more experience, such as trying products, seeing products in person, and consulting with beauty advisors at the outlet. Product Completeness of the product is also a consideration for consumers when choosing outlets for shopping. The emergence of various new cosmetic retailers has forced Sociolla to maintain its excellence, in according to maintain customer satisfaction and loyalty. The purpose of this study was to determine the effect of service quality and product completeness on Sociolla customer satisfaction. The research was conducted using a quantitative method with a purposive sampling technique with a total sample of 100. The results showed that: service quality has a significant positive effect on customer satisfaction, product completeness has a significant positive effect on customer satisfaction, and service quality and product completeness have a positive and significant effect simultaneously on customer satisfaction.