Proceedings of the 4th International Conference on Applied Economics and Social Science, ICAESS 2022, 5 October 2022, Batam, Riau Islands, Indonesia

Research Article

E-Commerce Service Quality, E-Customer Satisfaction and Loyality: Modification of E-Servqual Model

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  • @INPROCEEDINGS{10.4108/eai.5-10-2022.2325900,
        author={Jefri Oktorianda Simanjuntak and Mega  Mayasari},
        title={E-Commerce Service Quality, E-Customer Satisfaction and Loyality: Modification of E-Servqual Model},
        proceedings={Proceedings of the 4th International Conference on Applied Economics and Social Science, ICAESS 2022, 5 October 2022, Batam, Riau Islands, Indonesia},
        publisher={EAI},
        proceedings_a={ICAESS},
        year={2023},
        month={1},
        keywords={modified e-service quality model e-customer satisfaction e-customer loyalty site organization responsiveness reliability user friendliness personal need efficiency},
        doi={10.4108/eai.5-10-2022.2325900}
    }
    
  • Jefri Oktorianda Simanjuntak
    Mega Mayasari
    Year: 2023
    E-Commerce Service Quality, E-Customer Satisfaction and Loyality: Modification of E-Servqual Model
    ICAESS
    EAI
    DOI: 10.4108/eai.5-10-2022.2325900
Jefri Oktorianda Simanjuntak1,*, Mega Mayasari1
  • 1: Politeknik Negeri Batam
*Contact email: jefrioktoriandas@gmail.com

Abstract

This study aims to examine the effect of E-Commerce Service Quality on E- Customer Satisfaction and Loyalty. E-Commerce Service Quality is measured using the Modified E-Servqual Model which consists of Site Organization, Responsiveness, Reliability, User Friendliness, Personal Need, and Efficiency. The research method used is quantitative. The data collection technique used is a survey technique using a questionnaire. The sampling technique uses the purposive sampling technique and uses the slovin formula in determining the number of samples. The sample in this study was Batam State Polytechnic Business Management Students with 100 respondents. The technique of data analysis uses PLS-SEM analysis. The results show that E-Customer Satisfaction has an effect on E-Customer Loyalty and the E-Commerce Service Quality variable consisting of responsiveness, reliability, user-friendly, personal need, and efficiency has an effect on E-Customer Satisfaction while the variable site organization does not affect E-Customer satisfaction.