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All Journal Jurnal STIE Semarang (Edisi Elektronik) International Journal of Economics, Business and Accounting Research (IJEBAR)
Vincentia, Jennifer
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Economics, Econometrics & Finance Education

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ANALYZING THE INFLUENCE OF E-SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION OF E-COMMERCE WEBSITE ZALORA INDONESIA: TESTING PURCHASE DECISION AS THE MEDIATING VARIABLE Sunyoto, Hadi Kusuma; Vincentia, Jennifer; Nathanael, Vincent
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 7 No 4 (2023): IJEBAR, Vol. 7 Issue 4, December 2023
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v7i4.10901

Abstract

The growing number of internet users around the world, particularly in Indonesia is changing the business environment digitally. It leads to the growing numbers of e-commerce which eliminates the distance barrier in doing transactions. The number of online sellers and buyers in Indonesia is also growing as a result from this phenomenon. This research examines the factors that influence customer satisfaction Zalora Indonesia e-commerce, specifically, e-service quality, product quality, and purchase decision. The method of this study is disseminating questionnaires to the respondents as many as 128 who are connected to the internet, also have installed and purchased Zalora Indonesia platforms before. The result of this study shows that e-service quality and product quality significantly influence purchase decision and customer satisfaction. Also, purchase decision significantly influences customer satisfaction. Keywords: e-service quality, product quality, purchase decision, customer satisfaction
Factors Influencing Consumers’ Purchasing Intention on BerryBenka E-commerce Application in Surabaya: Applying Mediation Test of Customer Satisfaction Sunyoto, Hadi Kusuma; Vincentia, Jennifer; Nathanael, Vincent
JURNAL STIE SEMARANG Vol 16 No 1 (2024): Jurnal STIE SEmarang
Publisher : Sekolah Tinggi Ilmu Ekonomi Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33747/stiesmg.v16i1.699

Abstract

The increasing number of internet users globally, especially, in Indonesia, has shifted the business environment digitally. It guides to the rising numbers of e-commerce, eliminating some distance barriers to ease in making transactions. This research investigates several factors influencing BerryBenka customers’ intention to purchase, specifically, perceived product quality, e-service quality, and customer satisfaction. The method applied in this study is quantitative research by distributing questionnaires to the respondents as many as 136 people who have mobile phones, have access to connect to the internet, and have installed and purchased at least one from the BerryBenka application before. This study verified that perceived product quality has a significant influence on customer satisfaction and purchasing intention. E-service quality was also found to significantly influence purchasing intention, nevertheless, does not significantly influence customer satisfaction. Also, customer satisfaction significantly influences purchasing intention.
Co-Authors Nathanael, Vincent Sunyoto, Hadi Kusuma