The Impact of E-Service Quality on E-Satisfaction and Implications on B2C shopee.com the online Repurchase: A case study of Indonesia

Authors

  • Raras Ivastya Airlangga University, Surabaya Indonesia
  • Zaenal Fanani Airlangga University, Surabaya Indonesia

DOI:

https://doi.org/10.31695/IJASRE.2020.33842

Keywords:

B2C, E-Service Quality, E-Satisfaction, Online Repurchase

Abstract

Internet services that were introduced in 1993 have an impact on behavior change and the ways of consumer decisions making. On the other hand, the emergence of various developments in information technology, connectivity and smartphones are also slowly able to change the way consumers meet the needs of a product or service. This research was conducted for the intention to examine the effect of e-service quality on e-satisfaction and implications on B2C consumer repurchase online. Data was taken using an online questionnaire and distributed to B2C consumers with the last amount of data collected as many as 312 questionnaires and then be analyzed using the partial least square method. The results of the analysis show that e-service quality provides a significant positive effect on e-satisfaction and online repurchase for B2C consumers. In other results show e-satisfaction has a significant effect on the online repurchase and is able to be a partial mediator of the relationship of e-service quality with the online repurchase of B2C consumers.

References

Chen, Z., Ling, K. C., Ying, G.X., and Meng, T.C. (2012). Antecedents of online customer

satisfaction in China. International Business Management, 6(2), 168-175.

Fornell, C. (1992). A National Customer Satisfaction Barometer The Swedish Experience. Journal of Marketing, 56, 6-21.

Gupta, S., and Kim, H.W. (2010). Value-driven internet shopping: the mental accounting theory perspective. Psychology and Marketing, 27(1), 13-35.

Jogiyanto and Abdillah., W. (2009). Partial Least Square (PLS) Alternatif SEM Dalam Penelitian Bisnis. Yogyakarta: Andi Offset.

Khalifa, M., and Liu, V. (2007). Online consumer retention: contingent effects of online shopping habit and online shopping experience. European Journal of Information Systems 16, 780–792

Kompas.com. (8 September 2017). Sejarah E-Commerce Indonesia: Apa Yang Telah Dan Akan Terjadi? https://www.kompasiana.com/sejarah-e-commerce-indonesia-apa-yang-telah-dan-akan-terjadi.

Liao, C., Lin, H. N., Luo, M. M., and Chea, S. (2017). Factors influencing online shoppers’ repurchase intentions: The roles of satisfaction and regret. Information and Management, 54, 651-668.

Li, H., and Suomi, R. (2007). Electronic Service Quality: A Transaction Process Based Evaluation Model. Presented at the The European Conference on Information Management and Evaluation, Montpellier, France.

Lin, C., and Lekhawipat, W. (2014). Factors affecting online repurchase intention. Industrial Management and Data Systems, 114(4), 597-611.

Liu, T. H. (2012). Effect of E-service Quality on Customer Online Repurchase Intentions. PhD Dissertation, Lynn University.

Saleem, Moh. A., Zahra, S., and Yaseem, A. (2017). Impact of service quality and trust on repurchase intentions - the case of Pakistan airline industry. Asian Pacific Journal of Marketing and Logistcs, 1-48.

Sanchez-Garcia, I., Pieters, R., Zeelenberg, M., and Bigne, E. (2012). When satisfied consumers do not return: variety seeking’s effect on short- and long-term intentions. Psychology and Marketing, 29(1), 15-24.

Sharma, G. W. J. (2015). The effects of online service quality of e-commerce websites on user satisfaction. The Electronic Library , 33(3), 1-18.

Sullivan, Y. W., and Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environment. International Journal of Information Management, 39, 199-219.

Xu, J., Benbasat, I., and Centefelli, R. T. (2013). Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context. MIS Quartely, 37(3), 777-79.

Zehir, C., and Narcikara, E. (2016). E-Service Quality and E-Recovery Service Quality: Effects

on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences 229, 427 – 443.

Zeithaml, V. A. (2000). Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, 28(1), 67–85.

Zeithaml, V. A., Bitner M. J., and Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill/Irwin: New York.

Downloads

How to Cite

Raras Ivastya, & Zaenal Fanani. (2020). The Impact of E-Service Quality on E-Satisfaction and Implications on B2C shopee.com the online Repurchase: A case study of Indonesia. International Journal of Advances in Scientific Research and Engineering (IJASRE), ISSN:2454-8006, DOI: 10.31695/IJASRE, 6(7), 1–9. https://doi.org/10.31695/IJASRE.2020.33842

Issue

Vol. 6 No. 7: July-2020

Section

Articles

License

Copyright (c) 2020 Raras Ivastya , Zaenal Fanani

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.