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p-Index From 2020 - 2025
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All Journal International Journal of Applied Business Research Indonesian Journal of Electrical Engineering and Computer Science
Suwarno, Bukky
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Evaluating Service Quality Dimensions in Social Commerce: A Semi-Systematic Literature Review Suwarno, Bukky; Dhewanto, Wawan; Belgiawan, Prawira Fajarindra
Jurnal Internasional Penelitian Bisnis Terapan Vol 6 No 01 (2024)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/ijabr.v6i01.351

Abstract

The widespread adoption of social media platforms has significantly transformed consumer behavior and business practices. This paper attempts to provide a detailed overview of extant research on service quality in social commerce, shedding light on the dimensions that influence customer satisfaction and engagement. By examining 26 research articles, this study identifies common dimensions of service quality and highlights gaps in the current studies, offering recommendations for future research. The findings of this review highlight responsiveness, security/privacy, reliability, and communication as the most frequent dimensions of service quality in social commerce. The outcomes of this study lead to the development of new service quality models in social commerce and provide valuable insights for both scholars and practitioners.
The surprising influence of social commerce service quality on purchase intentions mediated by e-commerce Suwarno, Bukky; Dhewanto, Wawan; Belgiawan, Prawira Fajarindra
Indonesian Journal of Electrical Engineering and Computer Science Vol 36, No 1: October 2024
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijeecs.v36.i1.pp367-374

Abstract

Social commerce has become a recent phenomenon and is poised to grow rapidly in the next few years. To better address customer behavior on social commerce platforms, it is imperative to acquire a comprehensive understanding of social commerce from the perspective of service quality. The objective of this research is to examine the dimensions of social commerce service quality and to reveal the factors influencing purchase intentions among the expanding user population. This study identified seven critical dimensions of social commerce service quality (website design, fulfilment, customer service, communication, contact, credibility, and security) that influence purchase intention. This research adopts a questionnaire survey method to collect data from social commerce users. Using PLS-SEM, the findings from an empirical analysis, conducted with a sample of 411 social commerce users, demonstrate that all measured dimensions significantly impact the intention to purchase. The findings also demonstrate that e-commerce has considerable influence on customer purchase intention as a partial mediator in social commerce. The findings hold significant implications for social commerce enterprises to increase customer attraction by identifying the motivations behind their purchasing decisions.
Co-Authors Belgiawan, Prawira Fajarindra Wawan Dhewanto