The Online Fashion Retail Complaint Management. A Case Study @ShopeeID.

Abstract

Indonesia fashion retail e-commerce is a growing phenomenon; the growth of the e-commerce application @ShopeeID show the proposition delivered to the targeted market. Nevertheless, there is a lack of research conducted to explore fashion retail e-commerce attributes. Therefore, @ShopeeID tweet for the period September 2018 extracted for further exploratory factor analysis. There is 1761 tweet in the period; the findings show that @ShopeeID utilizing the channel for promotion, delivering the price, product, and the process for transaction in Shopee. The exciting finding shows that @ShopeeID could enhance the complaint management process, promote the responsiveness for the complaint delivered.

Keywords: @ShopeeID, Marketing Communication, Online Complaint

DOI: 10.7176/JMCR/59-05

Publication date: August 31^st 2019