Electronic service quality of Facebook social commerce and collaborative learning

2015 ◽  
Vol 51 ◽  
pp. 1395-1402 ◽  
Author(s):  
Yen-Chun Jim Wu ◽  
Ju-Peng Shen ◽  
Chan-Lan Chang
Keyword(s):  
Collaborative Learning ◽  
Service Quality ◽  
Social Commerce ◽  
Electronic Service

Measuring the Quality Of E-Business Services

2010 ◽  
pp. 125-134 ◽  
Author(s):  
Mark Springer ◽  
Craig K. Tyran ◽  
Steven Ross
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Entire Range ◽  
Assessment Tools ◽  
Business Services ◽  
Quality Models ◽  
Electronic Service ◽  
Key Dimensions ◽  
Compare And Contrast

Electronic service quality, or e-service quality, refers to the quality experienced by the user of a service delivered via the Internet. Over the past several years, researchers have developed different models of e-service quality with the objective of identifying those aspects that are most important for customer satisfaction and loyalty. The current authors develop a framework to compare and contrast these models. While there is some agreement between existing models regarding the key dimensions of e-service quality, these models focus almost exclusively on retail e-commerce Web sites. Additional research is needed not only to resolve the differences between existing quality models for e-commerce Web sites, but also to develop e-service quality assessment tools for the entire range of e-business services.

scholarly journals Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Pelanggan Pengguna Moda Transportasi Grab di Tangerang Selatan

2018 ◽  
Vol 2 (1) ◽  
pp. 54
Author(s):  
Edi Setiawan ◽  
Sarah Septiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Survey Method ◽  
Test Statistic ◽  
Electronic Service

In this research used survey method, that is to explain influence between independent variable that is electronic service quality and electronic trust to dependent variable that is customer satisfaction and explain relation between variable. The population in this study is the consumer of Grab Car transport users in Bintaro, South Tangerang. The sampling technique uses accidental technique, ie random sampling of the sample that met on that day. Technique of collecting data that is done is test of questioner, that is data collecting technique by asking some direct statement to sample. Processing techniques and data analysis include correlation analysis, multiple linear regression analysis, classical assumption test, hypothesis test and coefficient of determination analysis. The result of T test statistic shows that the quality of electronic service partially has significant effect on customer satisfaction. Electronic confidence partially significant effect on customer satisfaction, while statistical test F shows the quality of electronic services and electronic trust simultaneously significant effect on customer satisfaction.

scholarly journals Antecedents of private university students’ satisfaction: The effects of traditional and electronic service quality

2021 ◽  
Vol 14 (3) ◽  
pp. 154-166
Author(s):  
Leonnard
Keyword(s):  
Service Quality ◽  
Private Universities ◽  
Perceived Value ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Retention Rates ◽  
Equation Modeling ◽  
Electronic Service ◽  
Students Satisfaction

High competition in the higher education sector, especially private universities, has brought a high attention to service quality that can increase students’ satisfaction and their retention rates. This study aimed to investigate the effect of traditional and electronic service quality of private universities in Jakarta on students’ satisfaction. A total of 151 students’ responses from three private universities in Jakarta were collected. A factor analysis with the Principal Component Analysis method with Varimax rotation, Partial Least Square-Structural Equation Modeling (SEM) and Importance Performance Map Analysis (IPMA) were performed. The results proved that perceived value of traditional service quality and perceived web value significantly affected student satisfaction. The three indicators of perceived quality provided by administrative staff (b=0.198), perceived quality of university infrastructure (β=0.333), and perceived quality of support services (β=0.362) significantly affected students’ satisfaction while in the context of electronic service quality, only accessibility (β=0.469) and attractiveness (β=0.123) had significant effects on students’ satisfaction. Furthermore, the two-dimensional IPMA matrix indicated the dominance of importance (score=0.621) and performance (score=66.438) of perceived value over the perceived web value.

scholarly journals Analisa Persepsi Konsumen Atas Kualitas Pelayanan Elektronik Terhadap Niat Komplain Konsumen Massively Multiplayer Online Role-Playing Games

2019 ◽  
Vol 11 (2) ◽  
pp. 248-261
Author(s):  
Handy Andriyas ◽  
Gerardus Herlangga Himawan
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Customer Service ◽  
Role Playing ◽  
Consumer Complaint ◽  
Electronic Service ◽  
Complaint Intentions

This study aims to determine the influence of consumer perceptions of the quality of Gravindo's electronic services to the intentions of Ragnarok Online Gravindo's consumer complaints. Methods of data analysis using multiple regression analysis. The sampling technique used in this study was nonprobability sampling, with the type of purposive sampling type judgment sampling, therefore the researchers choose respondents who had played Gravindo Ragnarok Online with the reason that the respondents knew and felt the services Gravindo provided in Gravindo's Ragnarok Online game. The number of respondents is 100 people. The results of multiple regression analysis show that from the four dimensions of electronic service quality variables (reliability, customer service, security, and web design) conducted by Gravindo, there are only three dimensions that significantly influence consumer complaint intentions, namely reliability, customer service, and security. This result also shows that Gravindo still needs to improve the quality of electronic services to be able to reduce consumer complaint intentions and be able to increase customer satisfaction going forward. Based on the results of the study, the quality of electronic services carried out by Gravindo had an effect of 78.4% on consumer complaint intentions. Keywords: Electronic Service Quality, Consumer Complaint Intentions

scholarly journals Repurchase intention behavior in B2C E-commerce

2022 ◽  
Vol 6 (1) ◽  
pp. 147-154 ◽  
Author(s):  
I Made Artana ◽  
Hartina Fattah ◽  
I Gede Juliana Eka Putra ◽  
Ni Luh Putu Sariani ◽  
Maryan Nadir ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Business Strategy ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Repurchase Intention ◽  
Electronic Service ◽  
Online Retailers ◽  
Buy Back

The intention to buy back is one of the objectives of the business strategy. This study aims to analyze the effect of mediating customer satisfaction on e-service and repurchase intention. This analytical study was conducted on e-commerce that is widely used by Indonesia, namely Shopee.co.id. The rapid growth of e-commerce, both C2C and B2B, has made online retailers compete in the online retail business. The intention to buy back is no longer solely due to the quality of service like an offline business. The purpose of this study is to analyze the role of mediating customer satisfaction from the quality of E-Commerce on repurchase intention in E-Commerce that has implemented a combination of C2B and B2B. Quantitative methods with structural equation analysis (SEM) and path analysis were used to analyze data using LISREL. The questionnaire is distributed to respondents used as samples taken from the population for this research. The researched population is user of Shopee.co.id in Indonesia, whereas samples of the population are randomly taken. The samples of this research are 279 respondents. The results of this study found that there is no significant direct effect of electronic service quality on repurchases intentions, but when customer satisfaction acts as a mediating variable, it shows that electronic service quality affects repurchase intention significantly through customer satisfaction. This study will help online retailers to find out what factors influence customers to make repeat purchases.

scholarly journals E-Service Quality Hotel Pangeran Pekanbaru Pada Website Traveloka

2021 ◽  
pp. 174
Author(s):  
Ervina Wardiyanti ◽  
Intan Purwandani
Keyword(s):  
Service Quality ◽  
Minority Group ◽  
Customer Relationships ◽  
Average Score ◽  
Online Questionnaire ◽  
Travel Agent ◽  
Electronic Service ◽  
Online Reservation ◽  
Online Travel

Hotel Pangeran Pekanbaru is a 4-star hotel in Pekanbaru City which uses several Online Travel Agent (OTA) companies as online reservation media, with one of the highest reservation comes from Traveloka. The purpose of this study is to assess the electronic quality service of Traveloka’s website as an online reservation media at Hotel Pangeran Pekanbaru. The six dimensions of e-service quality by Tsang et al. (2010) include: (1) Website Function; (2) Quality and Information Content; (3) Need Fulfillment and Responsiveness; (4) Safety and Security; (5) Appearance and Presentation; and (6) Customer Relationships are implemented as a measure of the quality of an OTA's electronic service. This research is a descriptive quantitative study using data collection methods of survey and online questionnaire as a research tool. Online questionnaires were distributed to 100 guests of Hotel Pangeran Pekanbaru who had made online reservations through the Traveloka website. The results of this study indicate that the respondents' perceptions of Traveloka website’s e-service quality as an online reservation media for Hotel Pangeran Pekanbaru were classified as "high" with an average score of 3.56. Although the overall value of e-service quality on the Traveloka website is classified as "high", at the e-service quality value from the respondent's profile perspective, there is a minority group of 1% who answered that the quality of electronic services was in the "medium" category. Keywords: electronic service quality, online travel agent, Traveloka, online reservation, online booking

Measuring B2C Quality of Electronic Service

2010 ◽  
pp. 135-143 ◽  
Author(s):  
Mahmoud Amer ◽  
Jorge Marx Gómez
Keyword(s):  
Service Quality ◽  
Past Research ◽  
Future Research ◽  
Extensive Literature ◽  
Collective Work ◽  
Electronic Service ◽  
Business To Consumer ◽  
Work Done ◽  
Business To Business

In our efforts to study the dimensions affecting the electronic service quality (eSQ) measurement in the Business to Business (B2B) domain, we were faced with a problem of the lack of consensus on the Business to Consumer (B2C) eSQ measurement dimensions, which makes it difficult for researchers in this field to generalize their findings on the B2B domain. Due to this lack of consensus on the subject, we have decided to propose a B2C electronic Service Quality “eSQ” model of consensus summarizing the past research efforts in this domain. In order to test - in future research- if the model proposed here for B2C eSQ can be extended to the B2B domain or not. This study tries to explain some of the current scales used in measuring electronic service quality in the Business to Consumer “B2C” domain, propose a model of consensus for the eSQ B2C based on an extensive literature review of the collective work done by the researches in this field.

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