E-service Quality Research Articles

Analyzing Sociolla Electronic Commerce Repurchase Intentions with Customer Satisfaction as a Mediator

This study examines the factors that influence recurrent purchases on Sociolla E-Commerce, paying particular attention to e-service quality, user interface, and user experience. The purpose of the study is to ascertain how these factors affect customer satisfaction and, in turn, repurchase intentions. The study uses a quantitative, explanatory method with purposive sampling and applies the Partial Least Square (PLS-SEM) technique for data analysis. The empirical results highlight the critical roles that user experience and e-service quality play in influencing customer perceptions by showing a considerable impact on customer satisfaction. Still, the user interface has a relatively small effect on client satisfaction. The significant function that customer satisfaction plays as a mediator between the independent and dependent variables in this analysis is worth mentioning. Remarkably, neither user experience nor e-service quality appear to be significantly correlated with repurchase intentions. This insightful discovery implies that a customer's inclination to repurchase is influenced by a variety of elements that extend beyond the immediate experience domain. The Sociolla Company, marketers, and researchers are all affected by these findings, which call for a deeper investigation into the nuances of client repurchase intentions. To maximize Sociolla E-Commerce's operational effectiveness and competitive positioning in the market, a deep comprehension of the relationships between different influencing elements and consumer happiness is essential.

Pengaruh Perceived Value dan E-Service Quality Terhadap Kepuasan Konsumen pada Marketplace Shopee (Studi Kasus di Desa Suka Makmur Dusun II Kecamatan Delitua)

The aim of this research is to determine the effect of perceived value and e-service quality on consumer satisfaction in the Shopee marketplace (case study in Suka Makmur Village, Dusun II, Delitua District) partially and simultaneously. This research is quantitative research, with a population of 1228 people and a sample of 93 respondents using the Slovin formula, simple random sampling technique and data collection through observation and questionnaires. The research results show that perceived value has a positive and significant effect on consumer satisfaction, e-service quality has a positive and significant effect on consumer satisfaction. The results of the F test show that perceived value and e-service quality simultaneously have a positive and significant effect on consumer satisfaction. The R-Square value shows that the coefficient of determination is 0.627 or 62.7% of the consumer satisfaction variable can be explained by the perceived value and e-service quality variables, while the remaining 37.3% is influenced by other variables not included in this research.

Pengaruh E-Service Quality dan Kepercayaan terhadap Minat Beli Ulang Konsumen pada Aplikasi Blibli di Kota Bandung

The purpose of this research is to examine the influence of e-service quality and trust on the repurchase intention of the Blibli application in the city of Bandung. The instruments used in this study have been declared valid and reliable through validity and reliability tests. The instruments were employed as data collection tools from respondents, namely internet users aged 17 and above who have experience shopping on the Blibli application, with a total of 90 individuals as the subjects of this research. The data collection technique used was cross-sectional or a one-shot study. The data analysis technique employed was simple and multiple linear regression using the SPSS version 25 tool. The findings of this research indicate that e-service quality does not influence repurchase intention, trust has a positive and significant impact on repurchase intention, and e-service quality and trust, when considered simultaneously, have a positive and significant effect on repurchase intention. Meanwhile, other concepts for directly influencing repurchase intention could be proposed by future researchers. The results of this study are also beneficial for the management of the evaluated object and the e-commerce industry in formulating relevant strategies for enhancing the quality of these attributes.

Membangun Kepercayaan Konsumen di Kota Kupang untuk Berbelanja secara Online Melalui E-Wom dan E-Service Quality

Trust has a very important role in having an impact on consumer loyalty in the competitive environment of e-commerce. Lack of consumer trust can give a negative impression to the electronic word of mouth provided and electronic service quality. The population in this research is all Kupang City residents who have shopped online. The sampling technique used a purposive sampling method, namely a sample of 100 Kupang City residents who had shopped online. The data collection tool uses a questionnaire and the measurement scale uses a Likert scale. The data analysis technique uses structural equation modeling (SEM). The results of the research are that e-service quality has a significant and positive influence on the e-WOM of the people of Kupang City who shop online. E-service quality does not have a significant impact on consumer confidence in Kupang City who shop online. E-WOM has a significant impact on consumer confidence in Kupang City who shop online. Indirectly, e-service quality and e-WOM as intervening variables have a significant and positive impact on consumer confidence in Kupang City who shop online. The advice that can be given is for business people, especially MSMEs in the Kupang City Region, to utilize online media as an online shop to market their business products or services with good electronic service quality, then the electronic word of mouth of the people of Kupang City who shop online will be positive and if electronic word of mouth provides positive information, the level of consumer confidence in Kupang City who shop online is higher, which has an impact on sales turnover.

Analisis E-Service Quality Dalam Penggunaan Layanan Mobile Banking Menggunakan Metode Important Performance Analysis (IPA): Studi Kasus pada Nasabah Bank Kalbar Cabang Sa

Todays, the use of mobile banking has become more widespread, with most banks providing mobile banking services that are equipped with attractive features. People also switch from conventional transactions to mobile banking. Therefore, this study aims to measure user expectations for the quality of e-service services from the Mobile Bank Kalbar application and assess user satisfaction in using it. This research method involves quantitative analysis involving 100 respondents using Mobile Bank Kalbar. Data was collected through interviews, questionnaires, observation, and literature study. The results of the study show that the implementation of E-service Quality in mobile banking is quite good, although user expectations for the service are still low, so further improvements are needed in mobile banking services.

The Impact of Social Media Marketing, E-Service Quality, and Review Content on Online Purchase Intention Analyzing the Role of Trust in Grab

In the We Are Social 2020-Digital 2020 Indonesia report as of January 2020, it was revealed that more than 21.7 million people in Indonesia had adopted ride-hailing or ride-sharing services, including the use of the Grab application. In this context, this research aims to examine the factors that influence the trust of Grab application users, by analyzing the influence of Social Media Marketing, E-Service Quality, and Content Reviews on Online Purchase Intentions. The purpose of this research is to explain the relationship between Social Media Marketing (X1), E-service Quality (X2), and Review Content (X3) with Purchase Intention(Y1) in the context of using the Grab application, as well as how Purchase Intention acts as a mediator in this relationship. Additionally, this research will explore how Trust Level (Z1) is influenced by Purchase Intention and other factors in the Grab ecosystem. This research uses quantitative research and a descriptive approach to determine each variable. Empirical results highlight that social media marketing and e-service quality have an influence on purchase intention. However, content reviews do not have a significant influence on purchase intentions, and social media marketing variables, electronic service quality, and content reviews through trust variables do not have an influence on purchase intentions.

Factors Influencing Consumers’ Purchasing Intention on BerryBenka E-commerce Application in Surabaya: Applying Mediation Test of Customer Satisfaction

The increasing number of internet users globally, especially, in Indonesia, has shifted the business environment digitally. It guides to the rising numbers of e-commerce, eliminating some distance barriers to ease in making transactions. This research investigates several factors influencing BerryBenka customers’ intention to purchase, specifically, perceived product quality, e-service quality, and customer satisfaction. The method applied in this study is quantitative research by distributing questionnaires to the respondents as many as 136 people who have mobile phones, have access to connect to the internet, and have installed and purchased at least one from the BerryBenka application before. This study verified that perceived product quality has a significant influence on customer satisfaction and purchasing intention. E-service quality was also found to significantly influence purchasing intention, nevertheless, does not significantly influence customer satisfaction. Also, customer satisfaction significantly influences purchasing intention.

E-commerce food choice in the west: comparing business-to-consumer, online-to-offline food delivery service, and click and collect

AbstractThis study aims to explore the significant factors driving food consumption through three e-commerce modes: Business-to-Consumer, Online-to-Offline Food Delivery Service, and Click & Collect in developed Western countries. A total of 1,461 samples were collected through online surveys in New Zealand, the United Kingdom, and Denmark. Descriptive analysis and ordered logistic regression were employed for data analyses. Overall, consumers’ food consumption frequencies with e-commerce were found to be significantly influenced by several socio-demographics, e-commerce food choice motives, innovation-adoption characteristics and e-service quality attributes.

The Effect of E-CRM towards Brand Loyalty in Fixed Broadband Services with the Mediation of E-Service Quality and Brand Trust

This research purposes to test and analyze the influence of E-CRM, E-Service Quality, Brand Trust, Customer Satisfaction and analyze the role of E-Service Quality and Brand Trust in mediating the influence of E-CRM on brand loyalty in home fixed broadband services. The sampling design used in this research was non-probability sampling with purposive sampling technique. The data processed came from 261 respondents, then the data was analyzed using the Structural Equation Modeling (SEM) method using SMART-PLS 3.0. The results of this research show that there is a positive influence of E-CRM, E-Service Quality, Brand Trust, Customer Satisfaction on Brand Loyalty .and the positive influence of E-Service Quality and Brand Trust in mediating E-CRM on Brand loyalty. To improve E-CRM, managers can optimize E-CRM on applications and websites through improvements personalization by increasing account activation to prevent unknown people from entering and taking all information by using social media with features that are easy to understand. Apart from that, managers can also optimize E-Service Quality by socializing the use of websites or applications and explaining interesting features about its advantages through media content, to increase brand trust managers need to build a robust system on the web and fixed broadband applications, create a culture of reliability, have metrics that focus on users, while to increase brand loyalty managers need to provide loyalty points or rewards to customers in features -features on the application and website, apart from providing a subscription deposit at the start of a new installation as a customer on fixed broadband services.

The Influence of E-Service Quality and Food Quality on Behavioral Intention through Attitude: Study on Millennial Moms as Online Grocery Shoppers in West Java

This study aims to examine the effect of e-service quality and food quality on behavioral intention through attitude among millennial moms as online grocery shoppers in West Java, Indonesia. Purposive sampling was used to obtain a sample of 298 respondents who met the research criteria. SEM-PLS testing was used to analyze the data. What was found in the course of the work? This will refer to analysis, discussion, or results. The results of this study indicate that the e-service quality and food quality variables have a significant positive influence on attitude. Additionally, attitude was found to have a significant positive effect on behavioral intention also playing a role as mediator. This study specifically examines the behavior of millennial mothers in West Java, with data collection conducted immediately after the pandemic period. Differences in behavior are highly likely to be found when research is conducted subsequently. The findings of this study can provide valuable insights into the influence of e-service quality and food quality on behavioral intention in the Indonesian online grocery industry specifically for West Java Market. It offers companies a deeper understanding of consumer behavior and the crucial factors that drive long-term decision-making in online grocery services. This study presents a unique perspective by examining the impact of the post-pandemic digitalization trend on online grocery shopping. The special emphasis lies in the researcher's ability to provide insights into post-pandemic behavioral changes, positioning the pandemic as a catalyst for shifts in digitalization trends. In contrast to other studies focusing on behavioral aspects during the pandemic, this research sheds light on behavior after the pandemic.

The Influence Of Customer Value, Customer Trust And Electronic Service Quality On Customer Satisfaction Of Traveloka

The purpose of this study is to determine whether customer value, trust, and e-service quality affect customer satisfaction. In this research, the population is active internet users who are familiar with online transactions, the number of which is unknown or can be said to be in the infinite category. This study's sample strategy combines a purposive sampling approach with a non-probability sampling technique. There were 100 samples used in this investigation. Both primary and secondary data are used in this study. Researchers employed web-based electronic questionnaires and online research tools to obtain primary data. Numerous inferences can be made based on the study's findings and the subsequent discussion, including the following: Customer satisfaction is significantly improved by the quality of e-services. Customer satisfaction is significantly positively impacted by customer value. Customer pleasure is positively impacted by trust. Customer happiness is influenced simultaneously by e-service quality, customer value, and trust.

Pengaruh E-Service Quality, E-Trust, E-Customer Satisfaction Terhadap E-Customer Loyalty Pada Marketplace Shopee

This study tested the direct impact of variables such as E-trust, E-service quality, and E-customer satisfaction on E-Customer loyalty. The research approach used this study uses quantitative approximations. Data collection techniques through surveys using questionnaires and compiled as many as 100 respondents. Sampling using non-probability techniques is purposeful sampling. The sample selection criteria for this study are (1) Shopee customers who make purchases through Shopee marketplace, (2) use Shopee regularly for the last 1 year (3) are 17 years of age or older, (4) customers have traded at least 2-3x at Shopee and (5) are dominated in the province of Dki Jakarta. The research uses a data analysis technique called Structural Equation Modeling (SEM), with SmartPLS software. E-service quality has a positive impact on E-customer satisfaction, E-trust has a negative impact on e-client satisfaction but E-services quality has no positive influence on the E-Customer loyalty. These results are expected to benefit Shopee's E-commerce to know what can increase customer satisfaction and loyalty.

Improving The E-Satisfaction and E-Loyalty Based on E-Trust and E-Service Quality on Shopee Customer

The lack of consumer disloyalty in the shopping process, especially amid Shopee's dominance as a market leader, is the focal point of this research. Shopee managed to achieve top rankings in shaping customer loyalty in the online marketplace. This study aimed to identify several factors that affect customer loyalty on the Shopee platform through trust, good service at Shopee, and satisfaction. Considers related to the important role e-satisfaction plays as a mediating variable in understanding the impact of e-trust and e-service quality on Shopee customer loyalty. A quantitative research design was used, with 100 respondents receiving a questionnaire via Google Form, using simple random sampling techniques in data collection. Data analysis was performed through Structural Equation Modeling (SEM) using the SMART PLS application. Research findings show that the impact of e-trust on Shopee consumer loyalty is quite significant and that the quality of e-service also significantly impacts Shopee customer e-loyalty. In contrast, e-satisfaction is a mediator that significantly affects customers’ e-loyalty levels. Managers must focus on improving the quality of e-services for customer satisfaction. This can include continuous measurement and improvement in website consistency, response speed, and information availability.

Analysis of The Influence of Price, Digital Advertising and E-Service Quality on Digital Repurchase Intention of Online Travel Platform Users

This study aims to assess the effects of price, e-service quality, and advertising on online travel agent users' propensity to repurchase. Convenience sampling was used to select 100 respondents to serve as study participants, giving us the research sample. Through observations, questionnaires, and interviews, we gathered data. The primary technique for data analysis employed by the researchers was multiple linear regression, and they employed a descriptive study design. Important results show that repurchase intention is significantly influenced by advertising. The price variable, which exhibits a strong influence on repurchase intention, experiences the same phenomenon. Repurchase intention is also significantly influenced by the quality of the e-service. These findings corroborate the hypothesis that consumers of online travel agencies have a propensity to repurchase based on factors such as price, advertising, and e-service quality. Additionally, the study's findings show that the combination of these three factors pricing, e-service quality, and advertising significantly affects repurchase intention. This suggests that consumers repurchase intentions on the online travel agent platform can be raised by a clever combination of advertising-based promotion, competitive pricing, and high-quality online services. The development of marketing and customer service initiatives in the online travel agency sector can benefit greatly from these findings.

Repurchase Intention of Bukalapak Customers Viewed From The Quality of E-Service, E-Word of Mouth and E-Satisfaction

Repurchase Intention of Bukalapak Customers Viewed From The Quality of E-Service, E-Word of Mouth and E-Satisfaction

Deciphering the Influential Role of E-Service Quality, E-WOM, and EPayment in Shaping Customer Purchase Decisions in Tiktok Shop

This study aims to enhance our understanding of digital marketing management, particularly the impact of electronic service quality, electronic word-of-mouth, and electronic payment on customers' purchasing decisions within the realm of TikTok shops. Employing a quantitative research approach, the study encompasses a population of customers who have installed TikTok Shop on their smartphones, with a sample size of 160 respondents surveyed. The collected questionnaire data underwent analysis using SPSS, revealing that E-Service Quality, E-WOM, and E-Payment significantly influence customers' buying decisions. The research outcomes offer valuable insights for developing effective strategies to enhance business sales through TikTok Shop.

Integrasi Metode E-Servqual dan Metode Fuzzy pada Pengukuran Kualitas Pelayananan aplikasi Jamsostek Mobile

The business world continues to improvise and innovate in order to retain customers as the market becomes increasingly dynamic due to advances in information technology and telecommunications. Effective and efficient shopping, purchasing and distribution using a site design called E-Service Quality. This study seeks to ascertain what quality standards need to be improved and assess the level of service provided by Jamsostek Mobile (JMO) by utilizing E-Servqual (Service Quality) and a fuzzy approach, 20 criteria and 6 dimensions, namely efficiency, compliance, system availability, privacy, responsiveness, contacts for analysis. The findings of this study reveal that Jamsostek Mobile (JMO) customer service is of good quality. Jamsostek Mobile (JMO) performance often meets consumer expectations. Only one dimension, namely System Availability, has a negative value. 18 criteria have positive gap values ??while the other 2 have negative gap values ??based on the expected and expected defuzzification values ??of the 20 criteria. Jamsostek Mobile (JMO) users consider several characteristics to be so significant that they are assessed as top priorities using a Cartesian diagram. Even so, the Jamsostek Mobile (JMO) service is still below standard in terms of System Availability, with the requirements being that the Jamsostek Mobile (JMO) application system must function perfectly and offer excellent customer support for information requests and complaints

The Influence of Intention To Use Digital Wallet Applications, E-Service Quality And Trust on Consumer Satisfaction Toward Digital Payment Applications

This research aims to see whether there is an influence between electronic service quality and trust on the decision to use electronic money services and its impact on consumer satisfaction. The population in this study is all people who use electronic money. This study's sample strategy makes use of a probability sampling process. The method of choice is straightforward random sampling. The sample for this study will consist of 100 respondents in total. Questionnaires and literature reviews were the modalities of data gathering employed in this study. The chosen method of research for this study will be quantitative research. The research methodology employed in this study is path analysis. The following conclusions were drawn from the analysis's findings: first, the e-service quality variable directly influences judgments. The trust factor is similar in that it likewise directly affects choices. Second, factors related to e-service quality and trust have a big impact on judgments at the same time. Third, decision variables, trust, and the quality of e-services all have a direct impact on customer happiness. Fourth, customer happiness is significantly impacted by decision variables, e-service quality, and trust all at the same time. Fifth, through decisions to utilize e-money services, there is an indirect relationship between e-service quality and trust and consumer happiness. Therefore, the quality of electronic services, the level of consumer trust, and purchasing decisions significantly shape consumer satisfaction, both directly and through indirect influences. These results provide an in-depth look at the factors influencing consumer decisions and satisfaction in the context of e-services.

THE INFLUENCE OF BRAND IMAGE AND E-SERVICE QUALITY ON PURCHASE DECISIONS GENERATION Z AT E-COMMERCE SHOPEE IN PEKANBARU

This research aims to analyze the Influence of Brand Image and E-Service Quality on Purchase Decisions of Generation Z at E-Commerce Shopee in Pekanbaru (Case Generation Z Pekanbaru). The object of this research is Generation Z in Pekanbaru City, with a sample of 100 respondents who are Shopee e-commerce users in Pekanbaru City. The data analysis technique uses Structural equation modeling using the Smart PLS version 3 application. The findings from this research show that Brand Image does not have a significant effect on purchase decisions at Shopee E-commerce in Pekanbaru city. Meanwhile, E-Service Quality has a positive and significant effect on Purchase Decisions. Based on the determination test, it is concluded that Brand Image and E-Service Quality influence Purchase Decisions on Shopee E-commerce simultaneously. Keywords:Brand Image, E-Service Quality, Purchase Decisions, E-commerce Shopee

Analisis Loyalitas Pelanggan Dalam Penggunaan Dompet Digital Dana

E-wallet or digital wallet is a form of payment technology that allows users to store, send and receive money digitally. The aim of this research is to find out whether service quality and customer satisfaction can influence customer loyalty in using the DANA digital wallet. The population in this study were people who had used the DANA digital wallet application with a sample size of 150 respondents. Data was obtained by distributing questionnaires via a Google Form link. The method used in this research is a quantitative method with data analysis techniques used including data normality test, heteroscedasticity test, multicollinearity test, validity and reliability test, and multiple regression test. From the research results, it was found that e-service quality has an effect on customer loyalty, customer satisfaction has no effect on customer loyalty and e-service quality and customer satisfaction together have an effect on customer loyalty.