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Journal : Journal of Industrial Engineering

The Role of E-Services, Quality System and Perceived Value on Customer Satisfaction: An Empirical Study on Indonesian SMEs Aditi, Bunga; Hafizah, Hafizah; Hermansyur, Hermansyur
Journal of Industrial Engineering & Management Research Vol. 2 No. 3 (2021): June 2021
Publisher : AGUSPATI Research Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (514.619 KB) | DOI: 10.7777/jiemar.v2i3.195

Abstract

The purpose of this study is to analyze e-service, system quality, perceived value and satisfaction for customer of Indonesian SMEs. This research was conducted by distributing 140 online questionnaires to customer of Indonesian SMEs and there were 124 questionnaires that were reversed and processed. Sampling method with snowball sampling. The test was carried out with the help of a statistical tool in the form of Structural Equation Modeling (SEM) based on Partial Least Square version 3. The results showed that Based on the results of the hypothesis testing, there was a positive and significant relationship between E-Service and Perceived Value. there was a positive and not significant relationship between System Quality and Perceived Value. that there was a positive and significant relationship between perceived value and e-satisfaction. there was a positive and significant relationship between E-Service and e-satisfaction through perceived value. This study found that e-service has a positive and significant impact on e-satisfaction through perceived value. There are a positive and not significant relationship between system quality and e-satisfaction through perceived value. The novelty of this research is the correlation model of effect of e-service, system quality and perceived value on e-satisfaction of SMEs.
Co-Authors , Elfitra Desy Surya Ade Gunawan Ade Risna Sari Ade Titin Sumarni Agus Purwanto AL DA Alda Alda, Alda Alvin Fahlevi Anggraini, Putri Arbie Yusril Dalimunthe, Arbie Arief Nasution, Aulia Astuti, Enny Diah Audia Junita Aulia Arief Aulia Nurul Hidayah Ayu Setiamy, Arasy boris stefen Cendikia Taqwim Cici Ayu Tania Dendy K. Pramudito Dini Hendriani Djakasaputra, Arifin Dona Tri Ardillah Dwi Septi Haryani Edu Christian Tarigan Eka Gustinasari Eko Tama Putra Saratian Elita Yuni Setiyarini Enjel Sianturi, Hermin Fachrurazi Fachrurazi Fadhillah, Andika Fauzi, Wahyu Divan H.M Hermansyur Hafizah Hafriz Rifki Hafas Handayani, Sri Putri Hasminidiarty Hasminidiarty Hasminidiarty, Hasminidiarty Henny Pratiwi, Henny Herlianto, Dicky Hrp, Nadra Angraini Hutagalung, Syopwan Alrasid Ika, Desi Ilham Mubaraq Ritonga, Ilham Mubaraq Iman Indrafana KH Indra Syafii Indra Syafii, Indra Indra Syafii, SE., MM Juliana Julita Julita Kalvin Sinaga Magdalena Maisara Batubara Marwan Effendi MASHUDI HARIYANTO Mas’ad, Muhammad Aunurrochim Maulana Syahri, Ananda Mendrofa, Syah Abadi Muhammad Fauzan Azhmy Muhammad Rido Muhammad Zacky Fuadi Muller Tamba Mutiara Ananda Armi Nadra Angraini Hrp Nahrisah, Ezzah Nani Nani Nasib Olga Theolina Sitorus Olga Theolina Sitorus Olga Theolina Sitorus Pentana, Sopi Pitono Pitono, Pitono Prasetyono Hendriarto Pratama, Reza Hardian Putri, Tiara Alissyah Qonita Rey Rian Ardianto Risal, Taufiq Rosita Rosita Sandi, Desi Armitari Sarah Imelda Saskia Sela R.P Br Tarigan Septa Diana Nabella Shafira Husna, An Nura Solly Aryza Sopi Pentana Sri Putri Handayani Sri Putri Handayani Sunaryo Sunaryo Sunaryo syahyunan syahyunan Syahyunan Syahyunan Tamba, Muller Tapi Rondang Ni Bulan Taufiq Risal Titin Rosdyanti Try Firmansyah Ginting Try Firmansyah Ginting Wardana, Miko Andi Wenikha Waldyatri Yani Suryani Yuliani, Erma Zettira, Zara Zulia Hanum