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E-ServQual role in Creating Consumer Trust towards Shopee Marketplace during the Covid-19 Pandemic

Author

Listed:
  • Tri Palupi Robustin

    (Institut Teknologi dan Bisnis Widya gama Lumajang, Lumajang, East Java, Indonesia Author-2-Name: Author-2-Workplace-Name: Author-3-Name: Author-3-Workplace-Name: Author-4-Name: Author-4-Workplace-Name: 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 - During the pandemic of Covid-19, consumer behavior has dramatically changed, especially in shopping for daily life needs. The restriction on face-to-face or direct interaction has switched daily shopping transactions from conventional offline shopping to online-based shopping via e-commerce, including the marketplace. This research explores the role of E-Service Quality (E-ServQual) in creating consumers' trust in Shopee, one of the most famous marketplaces in Indonesia. Methodology/Technique - This research sample consisted of 87 respondents using an accidental sampling technique. Data were analyzed using multiple linear regression analysis. Findings - The results of this study showed that four dimensions of E-ServQual partially affect consumer trust at Shopee, i.e., efficiency, fulfilment, privacy, and responsiveness. However, the three dimensions of E-ServQual, i.e., reliability, compensation, and contact, do not affect consumer trust. The research results also show that all E-ServQual dimensions simultaneously affect consumer trust. Novelty - However, the three dimensions of E-ServQual, i.e., reliability, compensation, and contact, do not affect consumer trust. Type of Paper - Empirical"

Suggested Citation

  • Tri Palupi Robustin, 2023. "E-ServQual role in Creating Consumer Trust towards Shopee Marketplace during the Covid-19 Pandemic ," GATR Journals jmmr316, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr316
    DOI: https://doi.org/10.35609/jmmr.2023.8.2(2)
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    More about this item

    Keywords

    E-ServQual; Marketplace; Trust; Shopee.;
    All these keywords.

    JEL classification:

    • D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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