Abstract
Supply Chain Management (SCM), involves various parties, either directly or indirectly, to fulfill customer demands. Manufacturers and suppliers are part of the supply chain, including shipping, warehousing, retailers, as well as the customers themselves. In any organization, the supply chain consists of all the functions involved in receiving and fulfilling customer demands. The main concern of SCM is to provide customers with the right product, at the right cost, at the right time, with the right quality and in the right quantity. This study aims to evaluate the satisfaction of SCM e-commerce in terms of trust and customer service quality. The results show that trust and service quality have a significant positive effect on e-commerce SCM. Service quality partially mediates trust in customer satisfaction.
Highlights
Abstrak Supply Chain Management (SCM) melibatkan berbagai pihak, baik secara langsung atau tidak langsung, untuk memenuhi permintaan pelanggan
This study aims to evaluate the satisfaction of SCM e-commerce in terms of trust and customer service quality
The results show that trust and service quality have a significant positive effect on e-commerce SCM
Summary
Hasil pengujian model menunjukkan hasil Standardized Root Mean Square Residual (SMSR) adalah sebesar 0,079 yang nilai lebih kecil dari 0,1. Hal tersebut ditunjukkan dengan nilai original sample yang bernilai positif dan pvalues yang lebih kecil dari 0,05 (Tabel 5). Besarnya pengaruh variabel X1 dan X2 terhadap Y adalah sebesar 0,668, yang berarti kepercayaan konsumen dan kualitas layanan mempengaruhi kepuasan konsumen sebesar 66,8%, sedangkan sebelihnya dipengaruhi oleh variabel lain. SIMPULAN DAN SARAN Hasil pengujian menunjukkan bahwa variabel independen (X1) dan variabel mediasi (X2) memiliki pengaruh positif signifikan dalam rantai pasok e-commerce. Hal tersebut ditunjukkan dengan nilai koefisien regresi yang positif dengan pvalue yang lebih kecil dari 0,05. Dari hasil tersebut dapat disimpulkan bahwa, baik secara langsung maupun tidak langsung, e-trust dan e-service quality memiliki efek positif. Sesuai dengan Firmansyah & Ali (2019), kepercayaan berpengaruh langsung dan signifikan terhadap minat membeli kembali sebagai bagian dari retensi pelanggan.
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