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All Journal Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Jurnal Ilmiah Universitas Batanghari Jambi Jurnal Ekonomi dan Bisnis Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan JURNAL PENDIDIKAN TAMBUSAI Dinasti International Journal of Management Science Dinasti International Journal of Education Management and Social Science Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Jurnal Komunitas: Jurnal Pengabidian Kepada Masyarakat Jurnal Ilmiah Manajemen Kesatuan Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN) Jurnal Disrupsi Bisnis Journal La Bisecoman International Journal of Engineering, Science and Information Technology Action Research Literate (ARL) Journal of Economic, Business and Engineering (JEBE) AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS) Jurnal Locus Penelitian dan Pengabdian Jurnal Ekonomika Dan Bisnis Journal of Management and Digital Business Journal of Accounting and Finance Management (JAFM) Jurnal Pendidikan Indonesia (Japendi) Jurnal Informatika Ekonomi Bisnis Mutiara: Multidiciplinary Scientifict Journal Jurnal Penelitian Pendidikan Indonesia Journal of Management, Economic, and Financial
Indradewa, Rhian
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Journal : Journal of Management and Digital Business

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Customer satisfaction in e-commerce: The role of service quality, product quality, and e-servicescape influences via perceived value Abdella, Rahajeng Ayesha; Indradewa, Rhian
Journal of Management and Digital Business Vol. 4 No. 2 (2024): Journal of Management and Digital Business
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jmdb.v4i2.1004

Abstract

Customer satisfaction was critical for optimizing profitability, especially in e-commerce environments. This study examined the impact of service quality, product quality, and e-servicescape on customer satisfaction in Samsung e-commerce, focusing on perceived value as a mediating variable. This quantitative study employed the Structural Equation Model (SEM). The population in this study consisted of Bekasi city residents who had made at least two purchases from Samsung e-commerce, with 115 respondents selected using a purposive sampling technique. Data was collected via a questionnaire, and KMO and MSA measurements were performed to assess validity. The data supported positive correlations between service quality, product quality, e-servicescape, and customer satisfaction. Furthermore, this study demonstrated that perceived value could mediate the relationship between service quality, product quality, and customer satisfaction.
Co-Authors Abadi, Ferryal Abdella, Rahajeng Ayesha Agus Munandar, Agus Aidil Fadli, Jul Andre Andre, Andre Andriyanto, Irwin Anggreiawan, Franky Arianto, Fajar Surya ARIS RIYANTO Bakar, Lintang Abu Budi Wibowo Cahyanti, Ichtiar Melia Derris, Frima Edi Hamdi Ekania, Mega El Khair, Minanda Elson, Morten Fathoni, Rialdi Fuad Giyanto Hema Varna, Thu Hindarti, Efa Iin Inayah, Iin Indra Gunawan Isworo, Joko Kurniawan Kurniawan Kusnadi, Deky Kustiawan, Unggul Martianto, Yudha Hartlanda Miqdarsah, Malikulqadr Muhammad Dhafi Iskandar Mukhlis, Muhammad Musdiana Mayang Putri, Elly Negoro, Dimas Angga Ningsih, Susilowati Paksi, Yanuar Buana Pitaloka, Olivia Inger Rahmat, Didi Ria Tuljanah, Lia Rian Adi Pamungkas, Rian Adi Rogaya, St Santiajie, Santiajie Sembiring, Rinawati Setiawan, Rizki Muharom Setiawan, Zatmiko Sidik, Satrio Riyono Sri Damayanti, Alia Suhendro Suhendro Sunaryanto, Ketut Sunaryato, Ketut Suwarto Suwarto Tantri Yanuar Rahmat Syah Whitney, Whitney Wiladiyah, Lala Yanuar Rahmat Syah, Tantri Yaqin, Ade Ainul Yudiarso, Hari Sapto Yudistria, Yuyus