Rahmatullah, Rama Rabbani, et al. “Analysis of the Gap in E-Commerce Service Quality on the Shopee Platform Using the E-Servqual Dimensions With the Servqual Method and Importance-Performance Analysis (IPA)”. Journal Research of Social Science, Economics, and Management, vol. 6, no. 2, Sept. 2026, pp. 935-52, doi:10.59141/jrssem.v6i2.1715.