HOW TO IMPROVE ONLINE SHOP CUSTOMER SATISFACTION THROUGH SERVICE QUALITY
DOI:
https://doi.org/10.31933/dijdbm.v2i5.974Keywords:
Customer Satisfaction, Service Quality, Performance, Online Shop, Customer Perception.Abstract
This study aimed to figure out the Effect of Quality System, E-Service Quality, and Information Quality on Value Perception and Customer Satisfaction of an online marketplace. The number of samples used was 110 respondents who have become customers at Bukalapak, a well-known online shop in Indonesia. Data were collected through a survey toward the customers. The PLS-SEM was applied to evaluate the relationship among variables. The results indicated that the E-Service Quality Variable, Quality System, and also Information Quality positively and significantly affected the Customer Satisfaction Variable. However, only Quality System and Information Quality positively and significantly affected Value Perception, showing its mediation role to Customer Satisfaction. This study suggests that online marketplaces should have more concern to their Quality System and Information Quality as well as E-service quality to improve their sales performance by increasing their customer satisfaction and Value Perception.
References
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Zeithaml, V.A., Parasuraman, A.P., Berry, L.L., 1990. Delivering quality service: Balancing customer perceptions and expectations. The Free Press, New York.
Atmaja, H.E., Ratnawati, S., 2018. Pentingnya Manajemen Sumber Daya Manusia Untuk Meningkatkan Usaha Kecil Menengah. J. Rekomen 2, 21–34.
Barnes, S.J., Vidgen, R., 2003. Measuring web site quality improvements: A case study of the forum on strategic management knowledge exchange. Ind. Manag. Data Syst. 103, 297–309.
Baroudi, J.J., Orlikowski, W.J., 1988. A Short-Form Measure of User Information Satisfaction: A Psychometric Evaluation and Notes on Use. J. Manag. Inf. Syst. 4, 44–59.
Cai, J., Yang, H.H., Gong, D., 2019. Understanding Undergraduates’ Adoption of Flipped Learning: Integrating UTAUT and Social Presence. In: International Conference on Blended Learning. pp. 9–21.
Chin, W.W., 2010. How to Write Up and Report PLS Analyses. In: Vinzi, V.E., Chin, W.W., Henseler, J., Wang, H. (Eds.), Handbook of Partial Least Squares: Concepts, Methods and Applications. Springer, New York, pp. 655–690.
Delone, W.H., McLean, E.R., 2003. The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. J. Manag. Inf. Syst. 19, 9–30.
DeLone, W.H., McLean, E.R., 1992. Information Systems Success: The Quest for the Dependent Variable. Inf. Syst. Res. 3, 1–95.
Devaraj, S., Fan, M., Kohli, R., 2002. Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics. Inf. Syst. Res. 13, 316–333.
Dodik, A., Putu, W.A.G.A., Asri, D.P.I.G.A.M., 2020. Influence of justice, culture and love of money towards ethical perception on tax evasion with gender as moderating variable. J. Money Laund. Control 23, 245–266.
Doll, W.J., Deng, X., 2001. End-User Participation and System Success. In: Khosrow-Pour, M. (Ed.), The Collaborative Use of Information Technology. (Information Resources Management Association, USA, pp. 82–105.
Doll, W.J., Xia, W., Torkzadeh, G., 1994. A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument. MIS Q. 18, 453–461.
Ervina, M., Abdurahim, A., Suryanto, R., 2008. Intellectual Capital Dan Kinerja Keuangan Perusahaan?; Suatu Analisis Dengan Pendekatan Partial Least Squares. J. Akunt. dan Investasi 9, 138–158.
Figueiredo, O., Guimaraes, P., Woodward, D.P., 2003. A Tractable Approach to the Firm LocationDecision Problem. Rev. Econ. Stat. 85, 201–204.
Hair Jr., J., Hult, G.T.M., Ringle, C.M., Sarstedt, M., 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications, Los Angeles.
Ives, B., Olson, M.H., Baroudi, J.J., 1983. The Measurement of User Information Satisfaction. Commun. ACM 26, 785–793.
Liu, C., Arnett, K.P., 2000. Exploring the factors associated with Web site success in the context of electronic commerce. Inf. Manag. 38, 23–33.
Liu, C., Arnett, K.P., Litecky, C., 2000. Design Quality of Websites for Electronic Commerce: Fortune 1000 Webmasters’ Evaluations. Electron. Mark. 10, 120–129.
McKeen, J.D., Guimaraes, T., Wetherbe, J.C., 1994. The Relationship between User Participation and User Satisfaction: An Investigation of Four Contingency Factors. MIS Q. 18, 427–451.
McKinney, V., Yoon, K., Zahedi, F., 2002. The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach. Inf. Syst. Res. 13, 296–315.
Nielsen, J., 2000. Designing Web Usability. New Riders, Indianapolis.
Oliver, C., 1997. Sustainable competitive advantage: combining institutional and resource?based views. Strateg. Manag. J. 18, 697–713.
Parasuraman, A., Berry, L.L., Zeithaml, V.A., 1990. Guidelines for Conducting Service Quality Research. Mark. Res. 2, 34–44.
Seddon, P.B., 1997. A Respecification and Extension of the DeLone and McLean Model of IS Success. Inf. Syst. Res. 8, 215–317.
Suryaningrum, S., Trisnawati, E.I., 2003. Pengaruh Kecerdasan Emosional terhadap Pendidikan Akuntansi. In: Simposium Nasional Akuntansi VI.
Susanti, I.D., Astuti, R.D., Sariasih, F.A., Putra, J.L., 2018. Pengaruh Biaya Promosi Terhadap Penjualan PT. Teja Sekawan Jakarta Utara. J. Mitra Manaj. 2, 273–285.
Sweeney, J.C., Soutar, G.N., 2001. Consumer perceived value: The development of a multiple item scale. J. Retail. 77, 203–220.
Tjiptono, F., 2016. Pemasaran Jasa. Penerbit ANDI, Bandung.
Widowati, H., 2019. No Title [WWW Document]. Databoks. URL https://databoks.katadata.co.id/datapublish/2019/04/25/indonesia-jadi-negara-dengan-pertumbuhan-e-commerce-tercepat-di-dunia (accessed 2.2.21).
Wijayanto, I., Hari, S., 2008. Pengaruh Kepuasan Pengguna Sistem Informasi Terhadap Kinerja Individu (Studi Empiris Pada Pengguna Paket Program. Aplikasi Sistem Informasi Akuntansi Di Indonesia). In: Simposium Nasional Akuntansi XII.
Zeithaml, V.A., Parasuraman, A.P., Berry, L.L., 1990. Delivering quality service: Balancing customer perceptions and expectations. The Free Press, New York.
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2021-09-28
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