The Influence of Overall E-Service Quality Towards Customer Satisfaction and Customer Trust of Tokopedia Users in Indonesia
DOI:
https://doi.org/10.35877/454RI.qems1941Keywords:
Overall E-Service Quality, Customer Satisfaction, Customer Trust, Repurchase Intention, Word of Mouth, And Site RevisitAbstract
This study aims to see whether there is an influence from the dimensions of Overall E-Service Quality towards Customer Satisfaction and Customer Trust of Tokopedia User in Indonesia. This research centers on examining four aspects of e-service quality and investigates how customer satisfaction and customer trust influence customer behavior, encompassing repurchase intention, word of mouth, and revisiting the website. This study employs 305 samples from responded questionnaire using non-probability sampling Conducting an evaluation of the research model through the application of Structural Equation Modeling (SEM) with the use of SmartPLS. The data's dependability and accuracy were assessed through the application of Cronbach's alpha, composite reliability, and average variance extracted. The findings indicated that the quality of e-services is notably impacted in a favorable manner by various factors such as website design, customer service, security/privacy, and fulfillment. Subsequently, the overall quality of e-services exerts a favorable and noteworthy impact on both customer satisfaction and customer trust. Enhancing customer satisfaction significantly boosts their inclination to repurchase, spread positive word of mouth, and revisit the website. Additionally, fostering customer trust also has a positive and noteworthy impact on repurchase intention and word-of-mouth promotion.
References
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Zeithaml, Valarie A., Parasuraman, Arun, & Malhotra, Arvind. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.
Davis, Mark M., & Heineke, Janelle. (1998). How disconfirmation, perception and actual waiting times impact customer satisfaction. International Journal of Service Industry Management, 9(1), 64–73.
Filieri, Raffaele, & Lin, Zhibin. (2017). The role of aesthetic, cultural, utilitarian and branding factors in young Chinese consumers’ repurchase intention of smartphone brands. Computers in Human Behavior, 67, 139–150.
Ghozali, Imam, & Latan, Henky. (2015). Partial Least Squares Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.0 Untuk Penelitian Empiris (2nd Ed). Semarang: Universitas Diponegoro Semarang.
Gounaris, Spiros, Dimitriadis, Sergios, & Stathakopoulos, Vlasis. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e?shopping. Journal of Services Marketing, 24(2), 142–156.
Hair, Joe F., Ringle, Christian M., & Sarstedt, Marko. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152.
Hair Jr, Joseph F., Hult, G. Tomas M., Ringle, Christian M., Sarstedt, Marko, Danks, Nicholas P., & Ray, Soumya. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer Nature.
Hsin Chang, Hsin, & Wang, Hsin?Wei. (2011). The moderating effect of customer perceived value on online shopping behaviour. Online Information Review, 35(3), 333–359.
Indrawati, Putri Yones, P. C., & Muthaiyah. (2023). eWOM via the TikTok application and its influence on the purchase intention of somethinc products. Asia Pacific Management Review, 28(2), 174–184. https://doi.org/https://doi.org/10.1016/j.apmrv.2022.07.007
iprice.co.id. (2022). Top 50 E-Commerce Sites & Apps in Indonesia 2019. Retrieved from https://iprice.co.id/insights/mapofecommerce/en/
Karim, Rashed. (2020). Influence of E-Service Quality on Customer Satisfaction & Word of Mouth in App-based Service Industry: A Case on Pathao, Bangladesh. Journal of Technology Management and Business, 7(1), 36–49.
Khan, Mukaram Ali, Zubair, Syed Sohaib, & Malik, Maria. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302.
Kotler, P., & Keller, K. (2016). Marketing Management Edisi 15 Ebook. Pearson.
Liu, Chengchen, Zhang, Ya, & Zhang, Jing. (2020). The impact of self-congruity and virtual interactivity on online celebrity brand equity and fans’ purchase intention. Journal of Product & Brand Management, 29(6), 783–801.
MediaKonsumen. (2023). Pengalaman konsumen menggunakan Tokopedia. Retrieved from https://mediakonsumen.com/tag/tokopedia
Mediti, Oktavianus Chrisna Murti Sabda Puta. (2020). Analisis Pengaruh Harga dan Kualitas Layanan Elektronik terhadap Kepuasan Konsumen pada Pengguna Aplikasi Shopee. Jurnal Ilmu Manajemen, 8(4), 1290–1300.
Nasution, Eri Yanti, Hariani, Prawidya, Hasibuan, Lailan Safina, & Pradita, Wita. (2020). Perkembangan Transaksi Bisnis E-Commerce terhadap Pertumbuhan Ekonomi di Indonesia. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 3(2), 506–519.
Parasuraman, Ananthanarayanan, Zeithaml, Valarie A., & Malhotra, Arvind. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Putri, Malva Deandra Perkasa, & Sharif, Osa Omar. (2023). THE INFLUENCE OF ELECTRONIC WORD OF MOUTH (E-WOM) ON TIKTOK’S SOCIAL MEDIA PLATFORM ON STARBUCKS INDONESIA’S PURCHASE INTENTION. Jurnal Ekonomi, 12(3), 399–402.
Putri, Nadya Nurul Sepani, Alamsyah, Andry, & Widiyanesti, Sri. (2020). Service Quality Analysis of Online Travel Agencies (Ota) Using Multiclass Classification. Almana: Jurnal Manajemen Dan Bisnis, 4(1), 72–78.
Rita, Paulo, Oliveira, Tiago, & Farisa, Almira. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10).
Sari, Puspita Kencana, Alamsyah, Andry, & Wibowo, Sulistyo. (2018). Measuring e-Commerce service quality from online customer review using sentiment analysis. Journal of Physics: Conference Series, 971, 12053. IOP Publishing.
Spence, Charles, & Gallace, Alberto. (2011). Multisensory design: Reaching out to touch the consumer. Psychology & Marketing, 28(3), 267–308.
Statista. (2022). Indonesia: e-commerce sites by monthly traffic 2022. Retrieved from https://www.statista.com/statistics/869700/indonesia-top-10-e-commerce-sites/
Sugiyono, P. D. (2017). Metode penelitian bisnis: pendekatan kuantitatif, kualitatif, kombinasi, dan R&D. Penerbit CV. Alfabeta: Bandung, 225, 87.
Tobagus, Anita. (2018). Pengaruh E-service quality terhadap E-satisfaction Pada Pengguna di Situs Tokopedia. Agora, 6(1).
Tran, Van Dat, & Vu, Quang Huy. (2019). Inspecting the relationship among E-service quality, E-trust, E-customer satisfaction and behavioral intentions of online shopping customers. Global Business & Finance Review (GBFR), 24(3), 29–42.
Wolfinbarger, Mary, & Gilly, Mary C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198.
Wu, Jyh Jeng, Hwang, Junne Ning, Sharkhuu, Oyundelger, & Tsogt-Ochir, Batdelger. (2018). Shopping online and off-line? Complementary service quality and image congruence. Asia Pacific Management Review, 23(1), 30–36.
Zeithaml, Valarie A., Parasuraman, Arun, & Malhotra, Arvind. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.
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Published
2023-08-07
How to Cite
Sabila Putri, A., & Omar Sharif, O. (2023). The Influence of Overall E-Service Quality Towards Customer Satisfaction and Customer Trust of Tokopedia Users in Indonesia. Quantitative Economics and Management Studies, 4(5), 946–957. https://doi.org/10.35877/454RI.qems1941
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