E-service Quality Research Articles

Pengaruh E-Service Quality dan Customer Experince Terhadap Keputusan Penggunaan Layanan Wifi

This research aims to explore the relationship between e-service quality and customer satisfaction with WiFi services, as well as identifying the correlation between customer satisfaction and repurchase intentions. In addition, this research also shows customer experience as a factor that influences customer satisfaction, and tests whether e-service quality can mediate the relationship between customer satisfaction and repurchase intention. A survey method using a questionnaire was used to collect data from 15 respondents, who were WiFi service customers aged at least 17 years, domiciled in DKI Jakarta. The results of hypothesis testing show positive results and a significant impact on all formulated hypotheses, providing an important contribution to our understanding of the factors that influence customer satisfaction in the context of WiFi services. It is hoped that these findings can serve as a guide for service providers to improve e-service quality and increase customer satisfaction. Apart from that, this research also explores the influence of customer satisfaction on repurchase intentions. By focusing on the context of WiFi services, the findings of this research can provide valuable insights for practitioners in designing more satisfying marketing and service development strategies. The analysis results show that customer satisfaction not only has a positive impact on repurchase intention, but also has an important role in linking customer experience with satisfaction levels.

GENERATION Z REPURCHASE INTENTION IN INDONESIA E-COMMERCE: E-WOM MODERATION AND CUSTOMER TRUST MEDIATION

This study aims to analyze the effect of e-service quality on customer trust and repurchase intention, customer trust on repurchase intention, mediation of customer trust in e-service quality on repurchase intention and the effect of e-service quality on moderated customer trust by e-WOM on e-commerce in Indonesia. This research is quantitative research by distributing questionnaires to respondents. The population in this study are Generation Z e-commerce customers in Indonesia. The sample selection method uses non-probability sampling with convenience sampling. The sample of this research is 203 respondents. Data analysis used the PLS Structural Equation Modeling (SEM) method. The results of this study indicate that e-service quality has a positive and significant effect on customer trust and repurchase intention, customer trust has a positive and significant effect on repurchase intention, e-service quality has a positive and significant effect on repurchase intention through customer trust and e-WOM is unable to moderate the effect of e-service quality on customer trust.

GENERATION Z REPURCHASE INTENTION IN INDONESIA E-COMMERCE: E-WOM MODERATION AND CUSTOMER TRUST MEDIATION

This study aims to analyze the effect of e-service quality on customer trust and repurchase intention, customer trust on repurchase intention, mediation of customer trust in e-service quality on repurchase intention and the effect of e-service quality on moderated customer trust by e-WOM on e-commerce in Indonesia. This research is quantitative research by distributing questionnaires to respondents. The population in this study are Generation Z e-commerce customers in Indonesia. The sample selection method uses non-probability sampling with convenience sampling. The sample of this research is 203 respondents. Data analysis used the PLS Structural Equation Modeling (SEM) method. The results of this study indicate that e-service quality has a positive and significant effect on customer trust and repurchase intention, customer trust has a positive and significant effect on repurchase intention, e-service quality has a positive and significant effect on repurchase intention through customer trust and e-WOM is unable to moderate the effect of e-service quality on customer trust.

The Influence of E-service Quality Dimensions on E-loyalty with E-Satisfaction as an Intervening Variable (Study of E-commerce Users in Bandung City)

This study aims to examine the influence of e-service quality dimensions on e-loyalty, mediated by e-satisfaction in the Tokopedia application in Bandung. The population in the study consists of Tokopedia application users generation Z who were born in 1995-2010 who are at least 17 years old and reside in Bandung. The sample size for this research is 180 respondents, selected using convenience sampling. The data type utilized in this study is primary data collected through a survey strategy using online questionnaires, with a cross-sectional time horizon. The research utilises analytical techniques like validity and reliability assessments for instruments, tests for classical assumptions, hypothesis testing by multiple linear regression, and the Sobel test utilising an online Sobel calculator. The study is backed by the statistical Software Programme Social Science (SPSS) version 26. Among the thirteen research hypotheses that were put out, empirical data supports 10 of them. The results suggest that e-satisfaction can operate as a mediator between the impact of e-service quality aspects (efficiency, fulfilment, system availability, and privacy) on e-loyalty. Furthermore, the results of this research are beneficial for evaluated management and similar e-commerce industries in designing relevant strategies to enhance the quality of these attributes”.

Prioritizing E-service Quality Dimensions in E-tailing: Application of the Analytic Hierarchy Process

The objective of this study is to prioritize the e-service quality dimensions in e-tailing that attract and retain customers which help e-tailers attain a competitive advantage in the market. Measurement and improvement of electronic service quality is of paramount importance for e-tailers. The Analytical Hierarchy Process (AHP) is used to rank the identified e-service quality dimensions in this research. The eight main dimensions in e-tailing identified through literature review were ranked using the AHP method. Delphi technique was used to obtain data from 10 experts who are consultants in the area of e-tailing to conduct AHP analysis. The results prioritized the e-service quality dimensions and their sub-factors and the results also revealed that privacy and security, customer service and system availability are the most important dimensions of e-service quality in e-tailing sector. The research’s conclusions aided in understanding the various priorities and related weights of the various aspects of e-service quality that were ultimately rated according to the weights. E-tailers can take necessary steps to monitor and improve performance on those dimensions that ultimately result in customer happiness, loyalty, and retention by prioritizing the service quality dimensions.

The Influence of Health Consciousness and E-Service Quality on Traditional Medicine Purchasing Decisions (Case Study of CV Dari Teman Sejati)

The Influence of Health Consciousness and E-Service Quality on Traditional Medicine Purchasing Decisions (Case Study of CV Dari Teman Sejati)

The Effect of E-Service Quality on Revisit Intention with Customer Satisfaction as a Mediation Variable for Car Buying and Selling Websites in Indonesia

The Effect of E-Service Quality on Revisit Intention with Customer Satisfaction as a Mediation Variable for Car Buying and Selling Websites in Indonesia

The Secret to Success in Agriculture E-Commerce: E-Service Quality of Panenpa

The development of digital technology is an innovation that able to increase the country's economic growth. This development is considered as the key solutions to any problems in Indonesia. Sectors that have high potential is the agricultural sector. Agricultural e-commerce system is one the instance form of implementing digital technology in the agricultural sector. It plays a pivotal role in helping farmers to market their agricultural products and on the other hand, it provides benefits for fresh products consumers. The aim of this research is to synthesize the existing literature on the e-service systems in the agricultural fields by exploring the readiness of the e-commerce, tailored to working women/working housewives in Bali. This research used a qualitative method, and the data was collected using purposive sampling technique through the interview method. For the results, researcher founded knowledge gaps and beliefs in the domains of delivery service, product quality and payments fulfilment. To bridge identified gaps, researcher strongly suggest renewal and improvement on the lacking to meet customers satisfaction and escalate repurchase intention. For practitioners, this study is meaningful in the study of electronic service quality of agricultural e-commerce to understand customer’s motivation and expectations towards the use of e-service.

Factors that Influence the Decision to Purchase Spotify Premium Services

Objective - The aim of the researcher is to determine the factors that influence the decision to purchase Spotify Premium services. Design/Methodology/Approach - Researchers used a quantitative approach, collecting data using questionnaires among 100 respondents who were or had used Spotify premium at Muhammadiyah University Gresik. The analysis technique used was purposive sampling with the help of software, namely SPSS 24. Research Findings - From the results of the researchers' tests, it was found that visual merchandising had a positive but not significant effect, advertising creativity had a positive and significant effect, e-service quality had a positive but not significant effect, and perceived value had a positive and significant effect. Conclusions and Implications - Advertising creativity and perceived value have a significant positive effect on purchasing decisions for Spotify Premium services. Meanwhile, visual merchandising and e-service quality have no effect. So, to increase purchases of premium Spotify services, Spotify can increase advertising creativity and perceived value, especially for the target market of Muhammadiyah Gresik University students.

Customer Loyalty: Security, Sales Promotion, And E-Service Quality

This research aims to analyze the effect of security, sales promotion, and e-service quality on customer loyalty of OVO e-wallet users in Kudus City. This research uses a type of field research or a quantitative approach. The research population is OVO e-wallet users in Kudus City, whose total is not known with certainty. The sampling technique used in this study used accidental sampling with 100 respondents of OVO e-wallet users in Kudus City. The data collection technique used is a questionnaire, and the analysis technique is multiple linear regressions with the help of the SPSS version 26 program. The results showed that security positively and significantly affects customer loyalty. Sales promotion positively and significantly affects customer loyalty. E-service quality positively and significantly affects customer loyalty. Security, sales promotion, and e-service quality significantly simultaneously affect customer loyalty. Companies can use this research as a source of information used to improve security, sales promotion, and e-service quality so that OVO e-wallet customer loyalty can also increase.

Repurchase Intention Based On E-Service Quality And Customer Trust At Three Top Brand E-Commerce Indonesia

E-commerce is of particular concern to the shopping culture in Indonesia. However, there are weaknesses such as inconsistent product quality, high shipping costs, and fraud, so e-commerce has significant obstacles to attracting customers' interest in buying again. This research analyzes customer repurchase interest based on e-service quality and customer trust. This type of research is causality research using a quantitative approach. The population of this research is all Tokopedia, Shope, and Lazada consumers in Indonesia. The research sample used a purposive sampling method with a final total of 200 respondents. The data analysis method uses structural equation modelling (SEM) analysis, tested using SmartPLS. This research results in E-service quality positively and significantly affecting customer trust and repurchase interest. Customer trust positively and significantly affects repurchase interest. Customer trust can mediate the influence of e-service quality on repurchase interest. The results of this research contribute to developing and refining theories related to repurchase interest in e-commerce platforms in Indonesia and filling gaps in several studies that have never described the object of this research.

Consumer Perceptions of Online Food Delivery Services: Examining the Impact of Food Biosafety Measures and Brand Image

This study aimed to examine the impact of food biosafety measures, e-service quality, and product quality on the satisfaction of e-consumers who use food delivery services, as well as to investigate whether brand image moderates the relationship between e-consumer satisfaction and e-loyalty. The sample comprised 1709 Colombian consumers who use food delivery services at home or work. The study found that food biosafety measures, e-service quality, and product quality have a positive impact on e-consumer satisfaction and influence e-loyalty. However, no moderating effect of brand image was found between e-satisfaction and e-loyalty. The study’s novelty lies in providing insights into consumer behaviour changes regarding the online food delivery service (OFDS) during the post-pandemic period, which has resulted in an increased demand for food biosafety globally. These findings offer valuable information to develop strategies that can interpret consumer needs and expectations, learn from new trends in the food delivery industry, and apply lessons learned promptly.

Analysis of The Influence of Electronic Customer Satisfaction, Application Perceived Value and Electronic Service Quality on Electronic Customer Loyalty of Ruang Guru Application Users

The purpose of this study is to determine whether the perceived value and quality of e-services impact e-customer loyalty and satisfaction. All users of the educational platform constitute the population studied. In this survey, non-probability sampling technique was used. 100 samples were used in this investigation. Questionnaire was the method used in this study to collect data. Quantitative method was used in this study. Partial least squares (PLS) is a statistical method used with the support of SmartPLS. Several conclusions are drawn from this study, including: Customer satisfaction is directly affected by e-service quality. Electronic customer satisfaction is directly affected by perceived value. E-customer loyalty is directly affected by e-service quality. Electronic customer loyalty is directly influenced by perceived value. Customer loyalty is directly affected by electronic customer satisfaction. Through e-customer satisfaction, e-service quality indirectly affects e-customer loyalty. Thanks to e-customer satisfaction, perceived value indirectly affects e-customer loyalty. Research results show that customer satisfaction and loyalty are influenced by the extent to which they perceive positive value when using educational platform services to meet their learning needs. their.

Analysis of E-Marketing Strategy on Insurance Premium Sales of PT Mandiri AXA General Insurance

In the insurance industry, many insurance companies offer products through print and electronic media. Offers on electronic or online media, can help people to be able to choose products, consult and determine insurance products in real time and quickly. E-Marketing is very helpful for companies to be able to provide several choices of sales services, both through online business and offline business. Sales on E-Marketing strategies or internet-based services can make it easier for customers to be able to use services on a product. Sales through E-Marketing or through internet-based applications can make it easier for potential customers to be able to get information up to date, quickly and efficiently. The objectives of this study are 1) Analyzing the effect of Easy to Use variables on purchasing decisions; 2) Analyze the influence of Information Quality variables on purchasing decisions; 3) Analyze the effect of Trust variables on purchasing decisions; 4) Analyze the influence of E-Service Quality variables on purchasing decisions; 5) Analyze the influence of E-WOM variables on purchasing decisions; 6) Formulate managerial implications that can be applied to sellers in the management of E-Marketing marketing activities. This study uses Structural Equation Modeling (SEM) analysis with Partial Least Square (PLS) that underlies consumers in using the Website application. Respondents are customers who use purchases through internet-based applications / websites. The results showed that Information product, easy to use, e-service quality E-WOM and trust influence purchasing decisions. The priority managerial implications applied by AXA Insurance to improve purchasing decisions are on the development of the company's E-Marketing, both in terms of information product, easy to use, e-service quality E-WOM and trust. Keywords: Insurance, Information product, easy to use, e-service quality E-WOM, trust, Purchasing decision, SEM-PLS, Mandiri AXA

Exploring the effects of e-service quality and e-trust on consumers' e-satisfaction and e-loyalty: insights from online shoppers in Pakistan

PurposeThe purpose of this study is to investigate the impact of e-service quality and e-trust on customer e-satisfaction and, subsequently, on customer e-loyalty towards a website in the online shopping environment of Pakistan.Design/methodology/approachThe research employed a quantitative approach and utilised structural equation modelling to investigate the relationship between e-service quality and e-trust on consumers’ e-satisfaction and e-loyalty. The data were collected from 250 individuals who actively use online shopping websites to purchase products in Pakistan.FindingsThe findings revealed that e-service quality and e-trust offered on e-commerce websites significantly impacted customer e-loyalty. However, it was found that both e-service quality and e-trust do not have a significant impact on customer e-satisfaction. In addition, the findings showed that customer e-satisfaction positively impacts e-loyalty.Research limitations/implicationsOverall, these findings emphasise the importance of e-service quality, e-trust and customer e-satisfaction and their role in cultivating customer loyalty within the context of the online shopping environment in Pakistan.Originality/valueThis study contributes to the existing literature on online shopping in Pakistan by exploring the factors influencing consumer behaviour in this context. The findings add to the academic understanding of consumer behaviour and provide valuable insights for e-commerce businesses in Pakistan.

Measuring the mediating role of e-trust in the relationship between e-service quality and e-loyalty on gen Z users of the shopee Apps

This study aims to investigate the effect of e-service quality, e-trust, and e-loyalty on Shopee application users Gen Z in Malang. This observation demographic consists of Shopee application users in Malang City, which is included in the Z generation. This research is included in the category of explanatory research using a quantitative approach. Primary data is obtained from the facts collected by sending questionnaires to 150 respondents who have used the Shopee application, as well as using the Gform application to distribute data. Data analysis using partial least squares (SEM-PLS) 3.3 software to test the validity, reliability, path analysis, and testing of mediation variables. The findings of this study indicate that e-service quality has a positive effect and directly affects e-loyalty. The direct effect of e-service quality on e-trust also has a positive and significant influence. The findings of this study also show that e-trust can mediate the influence of e-service quality on e-loyalty. Conclusion In the results of this study, it is expected that the Shopee e-commerce application will continue to be able to improve the quality of goods and services to the maximum, which is useful for attracting customers to be loyal. Increasing e-service quality provided by service providers, especially e-commerce, will affect customer loyalty and encourage repeated use of applications.

Analysis The Impact of E-Service Quality on E-Customer Satisfaction in Cinema Ticket Booking Application

The development of technology and information has made everything easier and more efficient for us to obtain. One of its applications is online ticket booking in cinema networking applications. Innovations in the implementation of this technology can attract a significant number of buyers as it is considered to facilitate users in ticket booking transactions. Cinema networking service providers offer various features and information on their applications to attract buyers and create a positive image and trust for users to reuse their online cinema service applications. In order to maintain and enhance user satisfaction, service providers must also improve the quality of the services provided. This research aims to examine the influence of service quality on user satisfaction. Data collection was conducted through questionnaires distributed to respondents who are users of cinema ticket booking applications. The data processing technique used is SmartPLS (Smart Partial Least Squares) to analyze the measurement and structural models. The method employed is E-Service Quality with seven dimensions as indicators, namely Efficiency, Fulfillment, Reliability, Privacy, Responsiveness, Compensation, and Contact. The results of this study indicate the influence of E-Service Quality variables on E-Customer Satisfaction variables.

Pengaruh Kualitas E-Service dan Kepuasan Pelanggan pada Perilaku Pelanggan

The increasing number of online shopping businesses has made competition to dominate the Indonesian market even tougher. Improving service quality is needed to maintain online business. This study aims to examine four variables that have an influence on e-Service quality and the impact that will affect the behavior of a customer. The research was conducted quantitatively by distributing questionnaires to 400 respondents in Batam. The data was analyzed using linear regression through SPSS. Based on the research results, it is known that website design, security / privacy, and fulfillment have a significant influence on e-Service quality with an F value of 104.339 and e-Service quality indirectly has a positive effect on customer behavior. Quality will foster customer satisfaction and trust which encourages repurchase intention, word of mouth, and site revisit. In addition, online shopping service providers need to prioritize website design and fulfillment.

The Effect Of Price Fairness And E- Service Quality On Loyalty With Customer Satisfaction As An Intervening (A Study On Netflix Users)

The SVoD streaming service industry is currently being widely used by the public. One of the SVoD platforms available is Netflix. Netflix has the highest number of subscribers compared to other similar services, but while all of its competitors are experiencing an increase in the number of subscribers, Netflix is ​​experiencing a decline. Based on this phenomenon, the aim of the authors to conduct this research is to determine the level of loyalty of Netflix customers in Indonesia through price fairness and e-service quality variables with customer satisfaction as an intervening variable. This study uses a type of quantitative research and used data from a questionnaire. Respondents in this study were users of the Netflix service aged 15 to 40 years. Data obtained from 220 respondents were processed using the Path Analysis technique with AMOS 24. The results of the study show that Price Fairness and E-Service Quality have an positive and significant effect on Customer Satisfaction and Loyalty.

Pengaruh E-Service Quality, Promosi Dan Harga Terhadap Minat Beli Pada E-Commerce Shopee Saat Pandemi Covid-19 Di Kota Banjarmasin

The purpose of this study was to determine the effect of E-Service Quality, Promotion and Price on Buying Interest at E-Commerce Shopee during the Covid-19 pandemic in Banjarmasin City. This study uses a quantitative approach in the form of explanatory. The sample used in this study amounted to 40 respondents. The sampling technique used in this research is purposive sampling.The results based on the partial test (t test) show that E-Service Quality (X1), Promotion (X2) and Price (X3) have a partial and significant effect on Purchase Interest (Y) with each effect of 25.5%, 23.9% and 30.9%. Meanwhile, based on the simultaneous test (f test) E-Service Quality (X1), Promotion (X2) and Price (X3) have a simultaneous and significant effect on Purchase Interest (Y) with an effect of 64.5% while 35.5% is the influence of other variables not examined in this study Keywords: E-service quality, promotion, price and buying interest