E-Service Quality and Customer Satisfaction on E-Commerce Platform Towards Apparel Products in Indonesia

Abstract

Increasing online business on apparel product sales compelled it to provide the highest e-services quality to ensure customer satisfaction. Evaluating e-services quality and customer satisfaction was essential to increase customer interest in online purchasing. The purpose of this study was to investigate the relationship between e-service quality and customer satisfaction on e-commerce platform in Indonesia toward apparel products in Tokopedia. This research incorporated the SERVQUAL theory in modifying the variables that determine customer satisfaction. The sample comprises 353 students from University of Mataram, Indonesia. The findings of this study demonstrated a significant relationship between e-service quality and customer satisfaction. Further, it was found that ease of use had the greatest impact on customer satisfaction compared to other e-service quality. Therefore, the study assisted e-commerce in identifying aspects of e-service quality that impact customer satisfaction. It is recommended that management always conduct pre-evaluations of e-service quality to determine the optimal e-service quality for customer satisfaction.

The Kepuasan Mahasiswa Universitas Bumigora Terhadap Pelayanan E-Commerce

“…Hasil penelitian ini menunjukkan bahwa semua variabel kualitas layanan elektronik seperti; jaminan, kemudahan penggunaan, dan tampilan situs web memiliki pengaruh yang positif dan signifikan dengan kepuasan pelanggan diantara mahasiswa Universitas Bumigora di platform Shopee. Oleh karena itu, kualitas layanan elektronik yang berpusat pada siswa pada platform e-commerce harus dipertimbangkan dan dirancang dengan baik karena berkorelasi positif dengan kepuasan pelanggan (Ramdani & Saad, 2023). Selanjutnya, tujuan dari penelitian adalah untuk menyelidiki hubungan antara kualitas layanan elektronik dan kepuasan pelanggan.…”

Antecedent of E-Loyalty: A Servqual Theory Perspective

“…Pembelian online meningkat secara signifikan selama pandemi baik itu dari pola dan volume pembelian (Öztürk, 2020). Situasi ini menunjukkan bahwa baik usaha kecil maupun perusahaan besar memanfaatkan teknologi (e-commerce) untuk menawarkan produk mereka secara online guna meningkatkan keuntungan dan pelanggan (Ramdani & Saad, 2023). Jurnal Ganec Swara Vol.…”