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The Effect of Overall E-Service Quality in Marketing to Online Customer Satisfaction after Covid-19

Author

Listed:
  • Rina Suthia Hayu

    (University of Bengkulu, Bengkulu, Indonesia Author-2-Name: Sutanpri Author-2-Workplace-Name: University of Bengkulu, Bengkulu, Indonesia Author-3-Name: Heldi Sahputra Author-3-Workplace-Name: University of Bengkulu, Bengkulu, Indonesia Author-4-Name: Nopi Hermice Author-4-Workplace-Name: University of Bengkulu, Bengkulu, Indonesia Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

"Objective - This study aims to explore the behavior of e-commerce user especially in Tokopedia after the outbreak of pandemic covid-19. Methodology/Technique - This study used quantitative methods and the data is acquired by distributing questionnaires to Tokopedia users in Indonesia. 351 data are acquired and processed by using SEM Partial Least Square (PLS). Findings - This study claims that website design has positive significant effect on overall e-service quality; customer service has no significant effect on overall e-service quality; security/privacy has no significant effect on overall e-service quality; fulfilment has no significant effect on overall e-service quality; overall e-service quality has positive significant effect on customer satisfaction; customer satisfaction has positive significant effect on repurchase intention; customer satisfaction has positive significant effect on word of mouth and customer satisfaction has positive significant effect on site revisit. Novelty - The novelty of this research is using complete dimensions of each variable that is not used by previous research in order to give detail explanation. Also, this study is conducted after covid-19 outbreak to explore the potential different behavior of e-commerce consumers. Type of Paper - Empirical"

Suggested Citation

  • Rina Suthia Hayu, 2023. "The Effect of Overall E-Service Quality in Marketing to Online Customer Satisfaction after Covid-19 ," GATR Journals jmmr315, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr315
    DOI: https://doi.org/10.35609/jmmr.2023.8.2(1)
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    References listed on IDEAS

    as
    1. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
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    3. Bauer, Hans H. & Falk, Tomas & Hammerschmidt, Maik, 2006. "eTransQual: A transaction process-based approach for capturing service quality in online shopping," Journal of Business Research, Elsevier, vol. 59(7), pages 866-875, July.
    4. Blut, Markus, 2016. "E-Service Quality: Development of a Hierarchical Model," Journal of Retailing, Elsevier, vol. 92(4), pages 500-517.
    5. Hélia Gonçalves Pereira & Maria Fátima Salgueiro & Paulo Rita, 2017. "Online determinants of e-customer satisfaction: application to website purchases in tourism," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 375-403, June.
    6. Urban, Glen L. & Amyx, Cinda & Lorenzon, Antonio, 2009. "Online Trust: State of the Art, New Frontiers, and Research Potential," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 179-190.
    7. Pereira, Hélia Gonçalves & Salgueiro, Maria de Fátima & Rita, Paulo, 2016. "Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 279-291.
    8. Pham, Thi Song Hanh & Ahammad, Mohammad Faisal, 2017. "Antecedents and consequences of online customer satisfaction: A holistic process perspective," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 332-342.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Covid-19; e-commerce; Overall E-Service Quality; Customer Satisfaction;
    All these keywords.

    JEL classification:

    • I15 - Health, Education, and Welfare - - Health - - - Health and Economic Development
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising
    • O44 - Economic Development, Innovation, Technological Change, and Growth - - Economic Growth and Aggregate Productivity - - - Environment and Growth

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