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Jurnal Ekonomi dan Bisnis Jagaditha
Published by Universitas Warmadewa
ISSN : 23554150     EISSN : 25798162     DOI : 10.22225/jj
Core Subject : Economy,
Economics, Econometrics & Finance
JAGADITHA: Jurnal Ekonomi & Bisnis P-ISSN: 2355-4150, E-ISSN: 2579-8162 is a journal of economic and bussiness published by Management Deparment, Postgraduated Program, Warmadewa University, provides a forum for publishing research articles or review articles. This journal has been distributed by WARMADEWA PRESS started from Volume 1 Number 1 Year 2014 to present. The scope of journal is restricted to the fields of economic and business study. The journal is published twice a year every march and september.
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Search results for , issue "251-257" : 1 Documents clear
The Role of Consumer Attitude in The Relationship Between E-Service Quality and Product on Consumer Satisfaction Ida Bagus Cempena
Jurnal Ekonomi dan Bisnis Jagaditha 251-257
Publisher : Universitas Warmadewa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22225/jj.12.2.2025.251-257

Abstract

This study investigates the mediating role of consumer attitude in the relationship between e-service quality and product quality toward consumer satisfaction on the Tokopedia platform. As a major player in Indonesia’s e-commerce landscape, Tokopedia provides a relevant context for examining factors that drive consumer satisfaction. A quantitative research design was employed, utilizing Structural Equation Modeling with the Partial Least Squares approach to evaluate the hypothesized relationships. Data were obtained from Tokopedia users through an online survey distributed to individuals with purchasing experience within the past six months. The empirical findings demonstrate that both e-service quality and product quality exert a direct and statistically significant influence on consumer satisfaction. In addition, consumer attitude is identified as a significant mediating variable that reinforces the effect of both independent variables on the dependent construct. The model confirms that all independent variables positively affect both consumer attitude and satisfaction, highlighting the integral role of psychological perception in enhancing customer experience. The results provide practical insights for e-commerce practitioners, emphasizing the necessity of consistent service excellence and reliable product offerings to cultivate favorable consumer attitudes and increase satisfaction levels.

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