Research Article
Quality of Service e-commerce on Consumer Satisfaction with Method E-Servqual (Studies in Student Banjarmasin South Kalimantan)
@INPROCEEDINGS{10.4108/eai.23-11-2019.2298324, author={Humaidi Humaidi and Yuliarti Rezeki and Dyah Wulandari}, title={Quality of Service e-commerce on Consumer Satisfaction with Method E-Servqual (Studies in Student Banjarmasin South Kalimantan)}, proceedings={Proceedings of the First National Seminar Universitas Sari Mulia, NS-UNISM 2019, 23rd November 2019, Banjarmasin, South Kalimantan, Indonesia}, publisher={EAI}, proceedings_a={NS-UNISM}, year={2020}, month={7}, keywords={e-commerce service quality customer satisfaction e-servqual method}, doi={10.4108/eai.23-11-2019.2298324} }- Humaidi Humaidi
Yuliarti Rezeki
Dyah Wulandari
Year: 2020
Quality of Service e-commerce on Consumer Satisfaction with Method E-Servqual (Studies in Student Banjarmasin South Kalimantan)
NS-UNISM
EAI
DOI: 10.4108/eai.23-11-2019.2298324
Abstract
The application of information communication technology that can be used to support the sales system is E-commerce. E-commerce brings great business opportunities (such as the sale of products and the provision of online services) and revenue growth. Therefore, the company is vying to provide online services either instead of or in addition to the traditional offlinenya services. However, despite the increasing number of customers for online shopping, e-commerce proved more complicated than the traditional way of doing business. The research objective is to analyze the quality of e-commerce pelayana on consumer satisfaction in Indonesia Online Store Students in Singapore, the approach used to measure the quality of service is using E-SERVQUAL, which consists of seven dimensions yatiu Efficient, fullfilment, reliability, privacy, responsiveness, Compensation, and Contacts. The results showed that there significant influence both partial and simultaneous efficiently (X1), fullfilment (X2), reliability (X3), Privacy (X4), responsiveness (X5), Compensation (X6), Contact (X7) against against Customer Satisfaction (Y) on Students in Banjarmasin. Whereas, the influenceConsumer Satisfaction influenced by variable efficiently, fullfilment, reliability, Privacy, responsiveness, Compensation, contacts for 62.3%while the remaining 37.7% customer satisfaction is influenced by other variables.