Abstract
The development of technology and information has influenced people's lifestyles in making purchases from conventional to online shopping. Research on online marketing has become an interest in academics and practitioners in recent years. Measurement for e-service quality in this study will be reconstructed based on a review on previous conceptual and empirical literature. The purpose of this research is to build customer e-service through the reconstruction of e-service quality dimensions. The research uses cross-section data with geographically dispersed location of users of online travel services in the region of Indonesia. Model testing is performed using structural equation modeling with a sample count of 262 respondents. The analysis results show that the efficiency and incentive dimensions meet the creation of the e-service quality construct.
Highlights
The activity of shaping an online lifestyle in the community such as shopping activities that were once only known through physical stores can be done online (Tsang et al, 2010; Park et al, 2007; Rowley, 2006; Pool et al, 2016)
The importance of measuring and monitoring the dimensions of e-service quality in the virtual world has been recognised by the increasing adoption of e-service quality in the business field
The development of service quality models highlights changes in the service delivery process from conventional service to it-based services. This development of technology and information has influenced people's lifestyles in making purchases from conventional to online shopping. This makes research on online marketing become an interest for academics and practitioners in recent years
Summary
The activity of shaping an online lifestyle in the community such as shopping activities that were once only known through physical stores can be done online (Tsang et al, 2010; Park et al, 2007; Rowley, 2006; Pool et al, 2016). Important online service providers to continuously improve the quality of online services (e-service quality) that they offer to meet the needs of customers. To provide superior quality of electronic services, managers need to understand how customers view and evaluate online sales and services. The conceptualization and quality measurement of electronic services has received a lot of attention and study in online sales (Blut et al, 2015). The construction or dimensions of e-service quality are widely defined to cover all phases of customer interaction with online services and sales. Wolfinbarger and Gilly (2003) define the quality of electronic services as an act of users of online services from the beginning to the end of the transaction. Including information retrieval, privacy policy, website navigation, booking process, customer service interactions, delivery, policy returns and satisfaction with the products ordered. This study aims to reconstruct the dimensions of e-service quality and effectively testing the dimensions of e-service quality
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