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All Journal E-Jurnal Ekonomi dan Bisnis Universitas Udayana Jurnal Manajemen Indonesia JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Jurnal Mitra Manajemen SEIKO : Journal of Management & Business Almana : Jurnal Manajemen dan Bisnis Sosiohumanitas: Jurnal Ilmu-Ilmu Sosial dan Humaniora Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Jurnal Riset Bisnis dan Manajemen Quantitative Economics and Management Studies Jurnal Ekonomi Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Management Innovative: Journal Of Social Science Research
Osa Omar Sharif
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Journal : Quantitative Economics and Management Studies

 1 
The Influence of Overall E-Service Quality Towards Customer Satisfaction and Customer Trust of Tokopedia Users in Indonesia Annaya Sabila Putri; Osa Omar Sharif
Quantitative Economics and Management Studies Vol. 4 No. 5 (2023)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.qems1941

Abstract

This study aims to see whether there is an influence from the dimensions of Overall E-Service Quality towards Customer Satisfaction and Customer Trust of Tokopedia User in Indonesia. This research centers on examining four aspects of e-service quality and investigates how customer satisfaction and customer trust influence customer behavior, encompassing repurchase intention, word of mouth, and revisiting the website. This study employs 305 samples from responded questionnaire using non-probability sampling Conducting an evaluation of the research model through the application of Structural Equation Modeling (SEM) with the use of SmartPLS. The data's dependability and accuracy were assessed through the application of Cronbach's alpha, composite reliability, and average variance extracted. The findings indicated that the quality of e-services is notably impacted in a favorable manner by various factors such as website design, customer service, security/privacy, and fulfillment. Subsequently, the overall quality of e-services exerts a favorable and noteworthy impact on both customer satisfaction and customer trust. Enhancing customer satisfaction significantly boosts their inclination to repurchase, spread positive word of mouth, and revisit the website. Additionally, fostering customer trust also has a positive and noteworthy impact on repurchase intention and word-of-mouth promotion.
Co-Authors Agieta Mahadewi Gustiadik Ananda Cynthia Lachram Anisa Dyah Utami Annaya Sabila Putri Ardito Faiz Nur Firman Aulia Shalmaa Putri Renadie byanca Nadhifa Citra Kusuma Dewi Dahlaireka, Reva Dian Aulia Rahmah Dwi Ayu Lestari Pracoyo Elfath Ilafi Baradina Rosyada Elika Permata Fahmi Asna Kusuma Fathurahman, Mohammad Gustiadik, Agieta Mahadewi Hafiyanda, Muhammad Ghifari Hasna Rahagi Sampurno Hilda Zulfa Hayuni Jihan Nurfaizah Alana Ketut Dewi Kurnia Sari Khoirunisa, Nafisa Salma Lita Hartalita M. Rezky Dwi Putra Malva Deandra Perkasa Putri Mentari Cahya Lestari Nadhifa, byanca Nastiti Pertiwi Ni Wayan Ayu Padma Audre Yane Putri Rahman, Gafin Nur Ratna Kartika Zulya Renadie, Aulia Shalmaa Putri Renata Callista Rizki Firdaus Rosyada, Elfath Ilafi Baradina Sabira, Nafi Nahda Sarah Khairunnisa Zukhrufiah Mulyawan Sephia Ramadanti Vidaswari, Made Pradnya Yolanda, Elsamita Yunicka Dwi Hapsari Alamsyah