The Effect of E-Service Quality on Satisfaction and Its Effect on Trust of One of the Online Marketplaces in Jabodetabek during Covid-19 era
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Aufarifqi, Fariz
Subject
H Social Sciences (General)
Datestamp
2022-01-07 03:06:04
Abstract :
E-commerce was one of the fastest growing business in Indonesia, However, after the pandemic, there are things that changes in relation on how E-commerce platforms operates, and as such, the author would like to investigate the relations of e-service quality on trust and satisfaction on one of online marketplace during the time of Covid-19. The research gap arises from lack of papers which focuses on the topic of aforementioned three variables: E-Servqual on trust and satisfaction during the pandemic, in which the research on the topic could benefit other E-Commerce platforms. The research method were approached using a quantitative method in which a sample of 100 respondents in JABODETABEK were gathered using non probability sampling, with partial least square (PLS) structural equation modeling (SEM) used as analysis technique, and smartPLS 3 program as analysis software to compute the outcome. In which resulting in accepted hypotheses that e-service quality has a significant positive effect on costumer satisfaction, E-Service quality significant positive effect on trust, and customer satisfaction's significant positive effect on trust. The implication of this result would be the conclusion that customer satisfaction can be improved if the online shopping site improves its service quality, which covers the dimensions of performance, access, sensation, security, and information. With the implications of the study being these dimensions must be improved and monitored at the same time to maximize customer satisfaction
E-commerce was one of the fastest growing business in Indonesia, However, after the pandemic, there are things that changes in relation on how E-commerce platforms operates, and as such, the author would like to investigate the relations of e-service quality on trust and satisfaction on one of online marketplace during the time of Covid-19. The research gap arises from lack of papers which focuses on the topic of aforementioned three variables: E-Servqual on trust and satisfaction during the pandemic, in which the research on the topic could benefit other E-Commerce platforms. The research method were approached using a quantitative method in which a sample of 100 respondents in JABODETABEK were gathered using non probability sampling, with partial least square (PLS) structural equation modeling (SEM) used as analysis technique, and smartPLS 3 program as analysis software to compute the outcome. In which resulting in accepted hypotheses that e-service quality has a significant positive effect on costumer satisfaction, E-Service quality significant positive effect on trust, and customer satisfaction's significant positive effect on trust. The implication of this result would be the conclusion that customer satisfaction can be improved if the online shopping site improves its service quality, which covers the dimensions of performance, access, sensation, security, and information. With the implications of the study being these dimensions must be improved and monitored at the same time to maximize customer satisfaction
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