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E-service quality and corporate image on customer perception

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  • Ghifarisadewa, Muhammad Raynara

Abstract

IDN Times (2017) mencatat bahwa lima perusahaan e-commerce yang memiliki audiens yang besar mengalami pertumbuhan rata-rata yang luar biasa sebesar 97%. Matahari Mall memegang nilai pertumbuhan tertinggi sebesar 201%, diikuti oleh JD.id sebesar 135% dan Blibli sebesar 107%. Jumlah perusahaan yang mengadopsi teknologi di Indonesia mencapai 26,6 juta hingga tahun 2017. Dengan pertumbuhan adopsi teknologi oleh para pelaku bisnis, apakah kualitas e-service dan citra perusahaan masih perlu diperhatikan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas e-service dan citra perusahaan terhadap persepsi pelanggan salah satu perusahaan di Jakarta yang ingin mengadopsi teknologi dalam bisnis. Pendekatan penelitian ini menggunakan kuantitatif, pengumpulan data penelitian dengan menyebarkan kuesioner secara online dan offline kepada 78 sampel dari 361 populasi. Metode analisis menggunakan analisis regresi linier berganda dan diolah dengan SPSS. Hasil yang ditunjukkan adalah bahwa kualitas layanan elektronik dan citra perusahaan dapat secara signifikan mempengaruhi persepsi pelanggan dan hasil yang paling berdampak adalah citra perusahaan bisnis secara langsung diikuti oleh kualitas layanan elektronik.

Suggested Citation

  • Ghifarisadewa, Muhammad Raynara, 2022. "E-service quality and corporate image on customer perception," OSF Preprints scag3, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:scag3
    DOI: 10.31219/osf.io/scag3
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