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All Journal Journal of Business Administration and Entrepreneurship Innovation
Tiara Zanatunnisa
Universitas Siliwangi

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THE INFLUENCE OF DIGITAL SERVICE QUALITY ON PURCHASE INTENTION IN THE ALFAGIFT RETAIL APPLICATION Tiara Zanatunnisa; Rizki Hardiyanti
Journal of Business Administration and Entrepreneurship Innovation Vol. 3 No. 1 (2026): Journal of Business Administration and Entrepreneurship Innovation
Publisher : Jurusan Administrasi Niaga Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/baei.v3i1.8557

Abstract

The rapid shift toward digital retail in Indonesia necessitates the integration of mobile applications to sustain consumer purchase intention, as explored in this case study of the Alfagift application at PT Sumber Alfaria Trijaya Tbk in Jakarta. This research evaluates the influence of E-Service Quality comprising the dimensions of Efficiency, Fulfillment, System Availability, and Privacy on consumer Purchase Intention, which is analyzed through Transactional, Referential, and Preferential dimensions. Employing a quantitative research design and structural model assessment, the study investigates how these digital service quality factors impact user satisfaction and subsequent consumer behavior. Findings indicate that high-quality digital service directly correlates with increased user engagement and a higher likelihood of purchase completion within the app. Specifically, Efficiency in navigation and Fulfillment of delivery are significant drivers of consumer interest, while System Availability and Privacy remain critical factors for facilitating trust. Ultimately, this research provides strategic recommendations for retail managers to optimize mobile service delivery, aiming to foster long-term loyalty and maximize sales performance in the Jakarta market.
Co-Authors Rizki Hardiyanti