ABSTRACT

This study was conducted to assess and find out the

satisfaction of grade 12 students with the Shopee’s

consumer service during the covid-19 pandemic.

Furthermore, this study sought answers on the what

aspects, what are the possible lacking, how does it

affect the customer experience, and how satisfied

does a consumer.

The study revealed that all the respondents are using

Shopee. The findings conclude the aspects of

Shopee’s customer service by the respondents and it

shows that quick response, transparent, friendliness,

proactively address online store shipping issues,

courtesy of the sales staff, reliable description,

shipping the item fast, sending picture/video before

shipping the item, ship the correct items, and ship

complete items which is the customer service of

Shopee was very good. While the availability &

accessibility, and knowledge about the product are

excellent in terms of the customer service of Shopee.

The findings conclude the possible lacking of

Shopee’s service. It shows that remembering and

rewarding the repeat customer, and several ways to

communicate with the seller was good. the findings

conclude the impact of customer experience. It shows

that in the good experiences the respondents strongly

agree about the smooth experience and consider

purchasing or using more products from that shop. It

shows that in the bad experiences respondents agree

on annoyed/disappointed, stop buying from that shop,

recommend to others not to buy the product from that

store, and are less likely to consider that store when

making future purchases. The findings conclude the

satisfaction of the consumer with the service of

Shopee during the covid-19 pandemic. It shows that

the experience of the service of Shopee was very

good including how satisfied the customer on service

of Shopee.

Online shopping and recognition of magnificence are

inseparably connected. Hence, the researchers

determined the aspects, possibly lacking, how does it

affect the customer service. Additionally, the

researchers able to determine how satisfied the

consumer was.