Inspecting the Relationship among E-service Quality, E-trust, E-customer Satisfaction and Behavioral Intentions of Online Shopping Customers

Trần, Văn Đạt; Vu, Huy Quang

doi:10.17549/gbfr.2019.24.3.29

Cited by 40 publications

(57 citation statements)

References 26 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The results of this research are also in accordance with research conducted (Dat and Vu, 2019;Rita, Oliveira and Farisa, 2019;and Al-dweeri, et al, 2017) where they found that e-service quality has an influence on e-trust in the environment virtual. E-service quality is important in increasing e-trust in online business (Rita, Oliveira and Farisa, 2019).…”

Section: Effect Of E-service Quality On E-loyaltysupporting

confidence: 89%

The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

Pratiwi

Sunaryo²,

Mugiono³

2021

IJRBS

View full text Add to dashboard Cite

The amount of e-wallet providers in Indonesia is so many, so there is intense competition between each e-wallet provider. The tighter competition for e-wallet, makes users not only loyal to one type of e-wallet and makes users switch brands or providers in using an e-wallet. This study aims to investigate the factors that influence e-service quality on e-loyalty mediated by e-trust and brand image. This research is categorized as explanatory research. Respondents in this study were users of the OVO e-wallet application in Malang City, determining the number of samples in this study using a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM. The results showed that e-service quality had no significant effect on e-loyalty. E-service quality has a significant effect on e-trust, e-trust has a significant effect on e-loyalty. E-service quality has a significant effect on brand image, brand image has a significant effect on e-loyalty. E-trust and brand image can play a fully mediating role in the relationship between e-service quality and e-loyalty. OVO is expected to continue to maintain and increase e-trust because it is proven in this research that e-trust has the greatest influence on e-loyalty so that it can be a competitive advantage for OVO. Keywords: e-service quality, e-loyalty, e-trust, brand image.

show abstract

Section: Effect Of E-service Quality On E-loyaltysupporting

confidence: 89%

The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

Pratiwi

Sunaryo²,

Mugiono³

2021

IJRBS

View full text Add to dashboard Cite

show abstract

“…In Vietnam, the banking sector has been considered as an important engine to promote the development of financial system and well perform of the economic growth at roughly 7 per cent since political and economic reforms since 1986 (V.C. Nguyen & Do, 2020;Tran & Foroudi, 2020;Tran & Quang, 2019). However, the profit in the banking sector remarkably decreased in 2012-2015 period because of bad debts in lending and economic depression.…”

Section: Introductionmentioning

confidence: 99%

The determinants of bank’s stability: a system GMM panel analysis

Pham

Dao

Nguyen³

2021

Cogent Business & Management

View full text Add to dashboard Cite

This study was conducted to investigate the determinants of bank's stability in an emerging country. Data were collected from the commercial banks listed on Vietnam's Stock Exchanges over the years from 2010 to 2018. Further, the generalized method of moments (GMM) regression technique to control for the three sources of endogeneity, namely, unobserved heterogeneity, simultaneity and dynamic endogeneity are concerned. Results demonstrate that there exists a positive effect from banking sector indicators such as equityto-asset ratio, bank size, loans-to-assets ratio, revenue diversification on the stability of bank. In addition, a possible finding deals with the positive influence of macroeconomic factors in the banking sector on bank's stability. Another possibility, bank's stability in the previous year often goes hand in hand with this of the current year. Further investigated on every presence of foreign investment in the banking system, total assets-based foreign investment also correlates positively with bank's stability. Finally, a negative effect from market share of mobilized capital, loan loss provisions, market structure on bank's stability can be found.

show abstract

“…Sedangkan menurut (Pratiwi et al, 2020) hasil penelitian menunjukan bahwa eservice dapat berpengaruh secara positif dan signifikan terhadap kepuasan pelanggan. artinya semakin tinggi kualitas e-service maka semakin tinggi tingkat loyalitas pelanggan.dan hasil penelitian menurut (Tran & Vu, 2019) hasil penelitiannya menyatakan bahwa studi ini telah menemukan dampak tidak langsung dan positif baru dari kualitas layanan elektronik pada perilaku niat melalui mediator e-trust dan e-customer satisfaction.…”

Section: Pendahuluanunclassified

Analisis E-Servqual Dan Etika Perilaku Penjual Terhadap E-Satisfaction Shopee

2022

View full text Add to dashboard Cite

AbstrakTingkat penggunaan marketplace semakin meningkat, salah satu yang terkenal di Indonesia adalah Shopee. Penyedia layanan marketplace selalu memperhatikan kualitas pelayanan elektronik yang dapat meningkatkan kepuasan konsumen elektronik. Kemudian etika perilaku penjual diperlukan sebagai upaya untuk meningkatkan kepuasan konsumen elektronik. Tujuan dari penelitian ini untuk mengetahui E-Servqual dan etika perilaku penjual secara parsial dan simultan mempengaruhi kepuasan konsumen elektronik.Metode penelitian ini dengan kuantitatif. Ukuran populasinya adalah 1.729 mahasiswa secara purposive sampling. Maka sampelnya adalah 292 berdasarkan tabel Isaac dan Michael pada taraf 5%. Sedangkan analisis yang digunakan adalah regresi linier berganda dengan data angket skala likert.Hasil penelitian menunjukan bahwa E-Servqual memilki kriteria baik dan sangat baik. Etika perilaku penjual memilki kriteria baik dan sangat baik. E-Customers Satisfaction memiliki kriteria puas dan sangat puas. Kemudian E-Servqual dan etika perilaku penjual berpengaruh signifikan terhadap E-Satisfaction secara parsial dan simultan.. Kata Kunci: E-Servqual; Etika perilaku penjual; E-Customers Satisfaction Abstract The level of marketplace usage is increasing, One of the most popular marketplaces in Indonesia is Shopee. marketplace service providers always pay attention to e-Service quality which increases e-customers satisfaction. Then ethical sales behavior is needed which is an effort to increase E-Customers Satisfaction. The Purpose of this Research is to know E-Servqual and ethical sales behavior that partially and Simultaneously affects E-Customers Satisfaction. This research method with quantitative. The population size is 1,720 students In Sampling Purposive. Then the sample was 292 based on Isaac and Michael's table at the 5% level. While the analysis used is multiple linear regression with Likert scale questionnaire data. The results show that E-Servqual has good and very good criteria. Ethical Sales Behavior has good and very good Criteria. E-Customers Satisfaction has satisfied and very satisfied criteria. Then E-Servqual and Ethical Sales Behavior affect significantly E-satisfaction partially and Simultaneously. Keywords: E-Servqua; Ethical Sales Behavior; E-Satisfactions

show abstract

Inspecting the Relationship among E-service Quality, E-trust, E-customer Satisfaction and Behavioral Intentions of Online Shopping Customers

Cited by 40 publications

References 26 publications

The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

The determinants of bank’s stability: a system GMM panel analysis

Analisis E-Servqual Dan Etika Perilaku Penjual Terhadap E-Satisfaction Shopee

Contact Info

Product

Resources

About