Repurchase intention behavior in B2C E-commerce

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.

Evaluating the Electronic Service Quality of E-Shops Using AHP-TOPSIS

The purpose of this study is to evaluate and rank the e-shops of the top Greek coffee-chains, based on their electronic service quality. Data were collected from experts during the first COVID-19 lockdown. Based on the E-S-QUAL model, we applied a 12-step multi-criteria decision-making methodology utilizing analytic hierarchy process (AHP), and technique for order performance by similarity to ideal solution (TOPSIS). The results indicate that system availability and fulfillment are the two most crucial dimensions of the model. Protection of credit card information, webpages that do not freeze during the ordering process, delivery of the ordered items, and truthfulness about products and services offered by the e-shop are considered the most important sub-dimensions. Our findings can aid managers and practitioners focus on the most important service quality elements when developing e-commerce websites. Furthermore, our study’s results highlight the positive and negative areas of performance of the e-shops under evaluation.

Pengaruh Electronic Service Quality dan Electronic Word of Mouth Terhadap Keputusan Pembelian Kamar Di Aston Denpasar Hotel and Convention Center

This study aimed to analyze the influence of Electronic Service Quality and Electronic Word of Mouth on Room Purchase Decisions at Aston Denpasar Hotel & Convention Center. The data were collected by distributing online questionnaires with the help of the hotel to respondents who were guests who had stayed at Aston Denpasar Hotel & Convention Center totaling 100 people. The data collected from the questionnaire were then analyzed using the classic assumption test, multiple linear regression analysis, t test, F test and coefficient of determination analysis. The results showed (1) electronic service quality had a positive and significant effect on room purchase decisions with a significance value of 0.011 <0.1 indicating that H01 was rejected and Ha1 was accepted (2) electronic word of mouth had an effect positive and significant impact on room purchase decisions with a significance value of 0.010 <0.1 indicating that H02 is rejected and Ha2 is accepted (3) electronic service quality and electronic word of mouth has a positive and significant effect on room purchase decisions with a significance value of 0,000 <0.1 indicate that H03 is rejected and Ha3 is accepted.

Electronic service quality (e-SQ) measurement: a cross-functional review

PurposeAlthough comprehensive work has been conducted in several scholarly journals in electronic service quality (e-SQ) measurement, there has been no cross-functional review of these studies. The majority of the review studies focus on e-SQ assessment in the field of electronic retail. This paper explores and synthesizes e-SQ evaluation work across the various functional domains in the last two decades and maps critical methodological challenges. It further classifies the dimensions used by researchers in six broad categories for better comprehension.Design/methodology/approachTo analyze and appreciate past e-SQ measurement research, a content assessment of the 50 most relevant research papers from various functional domains drawn from prestigious repositories was undertaken.FindingsThe results indicate shortcomings noticed in methodological issues in the e-SQ measurement research like research approaches, data analysis procedures, sampling methods, generation and purification of items, validity and reliability assessment, and dimensionality analysis. It further reveals that though e-SQ is multi-dimensional and context-specific, dimensions like content/information quality, website design, ease of use/usability, efficiency, security/and privacy, responsiveness, reliability, customer service, trust and fulfillment have been consistently cited in the reviewed studies across the various functional domains.Originality/valueAn assessment of 50 publications over the past 2 decades identifies key areas of concern in the existing research on e-SQ measurement in various functional domains for scholars and professionals. This study also provides a unique categorization of e-SQ dimensions used in various functional domains and has the potential to guide future research.

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

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.

Administrative responsibility as a way to ensure legitimacy during provision of public services in the Russian Federation and the Republic of Azerbaijan

The article provides a comparative analysis of the legislation on administrative offenses of the Russian Federation and the Republic of Azerbaijan in the provision of public services. It is noted that the Code of Administrative Offenses of the Russian Federation provides for only one article 5.63 "Violation of the legislation on the organization of the provision of state and municipal services." The article provides a detailed analysis of all its parts. The ways of improving the disposition of the article are proposed. The Code of Administrative Offenses of the Republic of Azerbaijan contains Article 380, which establishes administrative responsibility for violation of the legislation on electronic signature and electronic document. There are Rules for the provision of electronic services in the Republic of Azerbaijan, article 13 of which establishes not administrative responsibility, but the obligation of electronic service providers to ensure the protection of personal data and other information that was obtained in the course of the provision of electronic services. At the end of the article, conclusions are made about the possibility of applying the positive experience of both countries in their legislation.

PENANGANAN SURAT MASUK PADA BAGIAN TATA USAHA DAN KEPEGAWAIAN MELALUI APLIKASI NADINE DI PUSAT PENELITIAN DAN PENGEMBANGAN TEKNOLOGI KETENAGALISTRIKAN, ENERGI BARU TERBARUKAN DAN KONSERVASI ENERGI

ABSTRAKTugas akhir ini tentang penanganan surat masuk secara elektronik menggunakan aplikasi Naskah Dinas Elektronik (Nadine) di Pusat Penelitian dan Pengembangan Teknologi Ketenagalistrikan, Energi Baru Terbarukan, dan Konservasi Energi (P3tek KEBTKE) – Kementerian Energi dan Sumber Daya Mineral. Metode penulisan tugas akhir ini adalah pengamatan, wawancara, praktik kerja, dan studi literatur. Hasil dari tugas akhir ini adalah aplikasi Nadine merupakan modernisasi tata usaha persuratan sehingga penanganan surat masuk menjadi lebih cepat dan dapat dilakukan dimana saja. Walaupun begitu, manfaat aplikasi Nadine dapat ditingkatkan lagi dengan pemberian waktu input data surat masuk yang lebih lama serta penyediaan panduan penggunaan dalam bentuk file pdf maupun dalam bentuk video tutorial. Kata kunci: Surat Masuk, Aplikasi, Naskah Dinas Elektronik HANDLING OF INCOME LETTER ON ADMINISTRATION AND STAFFING SECTION THROUGH NADINE APPLICATIONS IN ELECTRICITY, NEW RENEWABLE ENERGY, AND ENERGY CONSERVATION TECHNOLOGY RESEARCH AND DEVELOPMENT CENTERS ABSTRACTThis thesis is about the management of incoming mail through the application of Electronic Service Manuscript or called Nadine in the Research and Development Centre for Electricity, New Renewable Energy, and Energy Conservation Technology (P3tek KEBTKE) – Ministry of Energy and Mineral Resources. The methodologies of this thesis are observation, interview, internship, and literature review. The result of the thesis is that the Nadine application is a modernization of mail administration so mail handling becomes faster and can be conducted in anywhere. Nevertheless, the benefits of Nadine application can be enhanced by adding more time to input data of incoming mails and by providing Nadine’s user guideline in form of pdf file and tutorial video. Keyword: Incoming mail, applications, Electronic Service Manuscript