Abstract
This study is a quantitative study that aims to determine and analyze whether 3 quality perspectives namely product quality, service quality and delivery quality affect consumer perceptions in rating online stores. The purpose of this study is to find out how consumers rate online stores from three points of view, namely the point of view of product quality, delivery quality, and from the point of view of service quality. This study is located in Surabaya and took a sample of 70 respondents with the provisions of doing online shopping as much as 5 times in the last 1 month. After fulfilling the validity and reliability test, then doing hypothesis testing using the F test and t-test. The results showed that 3 quality perspectives, namely product quality, service quality, and delivery quality either partially or simultaneously had a significant effect on consumer perceptions in determining online store ratings. In addition to building a store image, giving a high rating from consumers will also increase sales turnover which will have an impact on increasing online store profits.
Highlights
The existence of internet penetration, the boundaries of a country are almost invisible
Service quality is a variable that is used as a follow-up to (Patria, 2019) findings, the results are related to products and services, he proposes a second strategy for responding to positive questions and negative ratings on online stores, as well as the best service strategy in an effort to obtain product reviews and good service. (Pride et al, 2012) Competition in online business is very tight, attracting consumers through quality delivery strategies can attract buyers, including offering free shipping or free shipping, so that the distance and weight of the product are not an obstacle in buying, usually accompanied by certain requirements, but this can affect consumer perceptions
The results of this study prove that product quality, service quality, and delivery quality, either partially or simultaneously have a significant effect on consumer perceptions in determining online store ratings
Summary
The existence of internet penetration, the boundaries of a country are almost invisible. Internet technology is one of the factors that causes rapid changes in the business world, not opening an online business. Intense competition cannot be avoided, various strategies implemented by online shop entrepreneurs include online store ratings where the rating is used as a consumer reference in making purchases. In previous research conducted by (Shanthi & Desti, 2015), found that there are several factors that influence consumer purchases at stores online, one of which is information about products. Based on these findings, the researcher included product quality as a variable that influences consumer perceptions in evaluating online stores.
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