The E-Servqual Effect on the Stickiness Intention of Marketplace During COVID-19 Pandemic: An Empirical Study in Indonesia (original) (raw)

Factors Influencing the Continuance Intention to Use e-commerce: An Empirical Study

Accounting, finance, sustainability, governance & fraud, 2022

Social networking sites (SNS) have become one of the most popular means of online social interaction. However, few studies have examined SNS from the context of post-adoption. This study focuses on continuance usage intention toward Facebook, a popular SNS, among university students in the United Arab Emirates. We have extended the expectation-confirmation model by investigating the influence of enjoyment and subjective norms as critical factors that directly influence continuance usage intention, and added habit as a mediator between satisfaction and continuance intention. We used structural equation modeling to validate the proposed model and hypotheses. We find that perceived usefulness, satisfaction, habit, enjoyment, and subjective norms explain 54.8% of the variance in continuance intention. Furthermore, our study shows that the effect of satisfaction on continuance intention is both direct and mediated by habit. Thus, practitioners should focus on all of these factors to encourage continuance usage intention in their site's users.

Determinants of Continuance Intention to Use Mobile Commerce during the Emergence of COVID-19 In Indonesia: DeLone and McLean Perspective

SRIWIJAYA INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS, 2022

The level of online shopping in Indonesia has been increasing since its inception, especially due to the COVID-19 pandemic which has caused a more significant increase.In addition to the quality of supporting applications, service quality in the form of timeliness in delivery and suitability of goods ordered by consumers are also important aspects that need to be considered by businesses that use the Electronic Commerce (E-commerce) platform. This study aims to examine the effect of system quality, information quality, and reliability on user satisfaction of Mobile Commerce (M-commerce), the effect of user satisfaction on the intention to use M-commerce continually, and the role of user experience in strengthening the relationship between user satisfaction and intention to use M-Commerce continually. We used 196 M-commerce consumers who conducted online shopping within three months (April-June 2020) as samples. Hypothesis was tested using PLS-SEM. The findings prove that customer sa...

THE MEDIATING ROLE OF E-SATISFACTION ON THE EFFECT OF E-SERVICE QUALITY DIMENSIONS ON E-LOYALTY: A LESSON FROM BUKALAPAK.COM INDONESIA

2019

Article History Keywords E-service quality E-satisfaction E-customer loyalty Mediation Human-computer interaction. This study examines the role of electronic satisfaction mediation on the effect of electronic service quality dimensions on electronic customer loyalty. Bukalapak.com was ranked ninth of the most popular sites accessed from Indonesia. Bukalapak.com is aggressively promoting and improving the quality of its services. However, the dimensions of electronic services quality that affect the behavior of its customers are still unclear. Research focusing on the effects of the dimensions of electronic service quality mediated by electronic satisfaction is still scarce. Therefore, we offer new insights on how the latest types of interactions must be maintained. We applied Structural Equation Modelling for hypothesis testing. This study found evidence that three dimensions of electronic service quality (privacy, web design, and compensation) have been shown to influence electronic loyalty which is mediated by electronic satisfaction. This influence is positive and pure mediation. The theoretical implication of this research is the need to prioritize a human aspect to an e-marketplace context. Even though these implications need to be tested in a broader context of population, the practical implications of this research are important incentives for e-marketplace sites such as bukalapak.com, tokopedia.com, lazada.com, etc., to pay attention to human aspects of their services to gain customer satisfaction and loyalty. Contribution/Originality: The main contribution of this paper is finding that the human aspects of users were the most important part of e-service quality to gain customer satisfaction and loyalty in the e-marketplace industry.

Effect and Consequence e-Customer Satisfaction for e-Commerce Users

IPTEK Journal of Proceedings Series, 2021

The 4.0 industrial revolution has changed people's behavior to use everything through technology. This happens also in terms of shopping that can be done by many people through e-commerce. This study aims to examine the effect of online convenience, website design, security, information quality, and e-service quality on e-word of mouth, behavioral intentions, and e-loyalty through e-customer satisfaction respondents who use e-commerce to shop at Indonesia, especially Surabaya. The data used in this study are primary data obtained through distributing questionnaires to 205 respondents who are male and female e-commerce users, who are at least 15 years old, and have conducted transactions in ecommerce at least 5 times in the past year. The sampling technique in this study is non-probability sampling. This research uses a quantitative approach using statistical testing. The test was carried out using the Structural Equation Modeling (SEM) method with the SMART-PLS 3.0 program. The results of this study indicate that only online convenience, security, and information quality have an influence on other dependent variables through e-customer satisfaction, while website design and e-service quality have no effect.

The Influence of E-Service Quality on Online Repurchase Intentions with Variables of Satisfaction as Mediation in Cafe and Resto in The City Of Padang in the Time of he Covid-19 Pandemic

International Journal of scientific research and management, 2021

The existence of the government's Large-Scale Social Restrictions (PSBB) policy during the Covid-19 pandemic encouraged every industrial sector to focus on online transactions. One of the industries in question is the food industry, represented by cafes and restaurants that are starting to pay attention to the concept of e-service quality to support the increase in online repurchase intentions in an effort to maintain business continuity. This study aims to determine the effect of E-Service Quality on Online Repurchase Intentions with the satisfaction variable as a mediation at cafes and restaurants during the Covid-19 pandemic. The causal quantitative research method, with this research design using a cross sectional study. The sample used is 170 customers who make online purchases at cafes & restaurants in the city of Padang. The data collection process uses a questionnaire, with the distribution presented in the form of an electronic questionnaire which is one of the google d...

E-service quality dimensions’ effect on customers’ willingness to buy: structural equation modelling approach

In today’s digital environment where no personal interaction with customers, to supervise and engage more with them becomes, a challenging task for the e-service vendor. Customers’ evaluations of the e-service quality are critical to service firms that aim to improve their marketing strategies so accurate measurement of e-services quality is a major concern to management. The objective of this paper is to develop a conceptual model to examine the relationships among e-service quality dimensions and willingness to buy from electronic stores. Data from an offline survey of 513 consumers is analysed with the partial least squares (PLS) structural equation modelling (SEM) technique. The high fit indexes and the theoretically consistent parameter estimates suggest that the structural model fits the data well. The findings show that e-service quality dimensions: web site design, assurance, reliability and empathy have the positive correlation with willingness to buy and directly impact on customers buying behaviour except responsiveness. The significance of this study is that it provides a model of e-service quality and customers’

Consumer Behavior through Online Shop : Continuance Intention Theory Approach

International Journal of Scientific Research in Science and Technology, 2022

This study aims to determine the continuance intention of users' e-commerce of the JD.ID. The object of this research is JD.ID application users who live in Indonesia with the condition that they have shopped online at least twice. The independent variables used in this study are satisfaction, perceived usefulness, and social influence. This study used a survey questionnaire developed from related literature conducted on 130 respondents and a quantitative descriptive method. Researchers used the method of Structural Equation Modeling (SEM) through Partial Least Square (PLS) as a technique used to analyze measurements and structural models. The results of this study confirm that all hypotheses are accepted. It means that satisfaction, perceived usefulness, and social influence have a positive and significant effect on the dependent variable of continuance intention. The higher the satisfaction, perceived usefulness, and social influence value users, the higher the user's continuance intention to do online shopping through JD.ID in the future.

The Effect of Perceived Usefulness and Perceived Ease of Use on Perceived Value and Actual Usage of Technology on the Online Service of Pt. Garuda Indonesia Tbk

This research is designed as the explanatory research, aimed to explain the causal effect of the variables. The target population of this research is the consumer of PT. Garuda Indonesia Tbk. who made an online purchase. The sampling technique used is accidental sampling, with the sample size of 150 respondents. The analysis technique used Structural Equation Modelling (SEM). This study concluded that: (1) perceived usefulness had a significant effect on perceived value; (2) perceived ease of use had a significant effect on perceived value; (3) perceived usefulness had a significant effect on actual usage of technology; (4) perceived ease of use had no significant effect on actual usage of technology; (5) perceived value had a significant effect on actual usage of technology. The novelty of this study is that the consumer of PT. Garuda Indonesia online service will gain many good values since there are many benefits by using PT. Garuda Indonesia services.

Website Quality, E-satisfaction, and E-loyalty of Users Based on The Virtual Distribution Channel

Journal of Distribution Science, 2021

Purpose: Technology induces the virtual distribution channel to exist, especially for booking a room online. This situation, indeed, provides an alternative for the customers to book based on their budget through digital platforms. One platform offering competitive prices is virtual hotel operators, such as Airbnb, OYO, RedDoorz, and Airy Rooms. Preferably, after using their platform, the user should be satisfied and loyal. Hence, this investigation aims to prove some associations. The first is between e-satisfaction and e-loyalty. The second is between website quality and e-satisfaction. The final is between website quality and e-loyalty. Research design, data, and methodology: This study is quantitatively designed with the sample of 350 users of the virtual hotel operator applications in Bandar Lampung: Airbnb, OYO, RedDoorz, and Airy, as the samples. Therefore, by denoting this sample size, the structural equation model based on covariance is utilized to examine the three hypothe...