IDEAS home Printed from https://ideas.repec.org/p/gtr/gatrjs/jmmr315.html
   My bibliography  Save this paper

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)
    as

    Download full text from publisher

    File URL: http://gatrenterprise.com/GATRJournals/JMMR/pdf_files/JMMRVol8(2)2023/1.Rina%20Suthia%20Hayu.pdf
    Download Restriction: http://gatrenterprise.com/GATRJournals/online_submission.html
    File URL: https://libkey.io/https://doi.org/10.35609/jmmr.2023.8.2(1)?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. 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.
    2. Turel, Ofir & Connelly, Catherine E., 2013. "Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters," International Journal of Information Management, Elsevier, vol. 33(4), pages 674-683.
    3. 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.
    4. 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.
    5. 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.
    6. Blut, Markus, 2016. "E-Service Quality: Development of a Hierarchical Model," Journal of Retailing, Elsevier, vol. 92(4), pages 500-517.
    7. 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.
    8. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
    2. Chetan A. Jhaveri & Jitendra M. Nenavani, 2020. "Evaluation of eTail Services Quality: AHP Approach," Vision, , vol. 24(3), pages 310-319, September.
    3. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
    4. Carmen Berne-Manero & Maria Gómez-Campillo & Mercedes Marzo-Navarro & Marta Pedraja-Iglesias, 2018. "Reviewing the Online Tourism Value Chain," Administrative Sciences, MDPI, vol. 8(3), pages 1-18, August.
    5. Adrian Castro-Lopez & Javier Puente & Rodolfo Vazquez-Casielles, 2018. "e-Service Quality Model for Spanish Textile and Fashion Sector: Positioning Analysis and B2C Ranking by F-Topsis," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 17(02), pages 485-512, March.
    6. Nadeem, Waqar & Andreini, Daniela & Salo, Jari & Laukkanen, Tommi, 2015. "Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers," International Journal of Information Management, Elsevier, vol. 35(4), pages 432-442.
    7. Schnurr, Benedikt & Wetzels, Martin, 2020. "The conditional enjoyment-enhancing effect of shipping box aesthetics," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    8. Fang, Jiaming & Shao, Yunfei & Wen, Chao, 2016. "Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA," International Journal of Information Management, Elsevier, vol. 36(6), pages 1205-1217.
    9. Pee, L.G. & Jiang, James & Klein, Gary, 2018. "Signaling effect of website usability on repurchase intention," International Journal of Information Management, Elsevier, vol. 39(C), pages 228-241.
    10. Rahi, Samar & Abd.Ghani, Mazuri & Hafaz Ngah, Abdul, 2019. "Integration of unified theory of acceptance and use of technology in internet banking adoption setting: Evidence from Pakistan," Technology in Society, Elsevier, vol. 58(C).
    11. Yan Fang & Zhuowen Qu & Wenhua Wang, 2023. "Developing the Scale for Measuring the Service Quality of Internet-Based E-Waste Collection Platforms," Sustainability, MDPI, vol. 15(9), pages 1-16, May.
    12. Alnawas, Ibrahim & Al Khateeb, Amr, 2022. "Developing and validating a multidisciplinary scale of E-retailing website elements," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    13. Le Duc Toan & Nguyen Huu Phu & Ho Van Nhan & Ho Thi Phi Yen & Nguyen Quang Tam & Le Nguyen Ngoc Anh, 2018. "Technology Acceptance and Future of Internet Banking in Vietnam," Foresight and STI Governance (Foresight-Russia till No. 3/2015), National Research University Higher School of Economics, vol. 12(2), pages 36-48.
    14. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    15. Magdalena Maciaszczyk & Artur Kwasek & Maria Kocot & Damian Kocot, 2022. "Determinants of Purchase Behavior of Young E-Consumers of Eco-Friendly Products to Further Sustainable Consumption Based on Evidence from Poland," Sustainability, MDPI, vol. 14(4), pages 1-16, February.
    16. Wang, Siqi & Cheah, Jun-Hwa & Lim, Xin-Jean & Leong, Yee Choy & Choo, Wei Chong, 2022. "Thanks COVID-19, I'll reconsider my purchase: Can fear appeal reduce online shopping cart abandonment?," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    17. Turel, Ofir & Connelly, Catherine E., 2013. "Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters," International Journal of Information Management, Elsevier, vol. 33(4), pages 674-683.
    18. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    19. Saliha Anwar & Tayyaba Rafique, 2022. "Development Of Service Quality Scale In Online Higher Education," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 11(1), pages 53-62, March.
    20. 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.

    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

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gtr:gatrjs:jmmr315. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Prof. Dr. Abd Rahim Mohamad (email available below). General contact details of provider: http://gatrenterprise.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.