PENGARUH E-SERVICE QUALITY TERHADAP KEPUTUSAN PEMBELIAN DENGAN KEPERCAYAAN KONSUMEN SEBAGAI VARIABEL MEDIASI (Studi Kasus di Marketplace Shopee pada Online Shop “Grosir Asemka”)

This research was conducted on Grosir Asemka consumers who made purchases through the Shopee marketplace, with the aim of the study to determine: the effect of e-service quality on purchasing decisions, es-service quality on consumer trust, consumer trust in purchasing decisions and e-service quality on purchasing decisions through consumer trust. This research uses the SPSS 25 for Windows Program tool, and uses 125 respondents. This research uses the method of scale range analysis and path analysis. The results of this study are as follows: e-service quality has a positive and significant effect on purchasing decisions, e-service quality has a positive and significant effect on consumer trust, consumer trust has a positive and significant effect on purchasing decisions, and consumer trust has a mediating role in the relationship between e-service quality and purchasing decisions

Incorporating the Dual Customer Roles in e-Service Design

E-service involves the delivery of useful services through information technology based service delivery channels such as the Internet. A distinguishing feature of e-service is the active and significant participation of customers in the service co-production process. With increasing customer participation in the e-service co-production process, it is important to incorporate customers’ needs both as a co-producer and as a patron into the design of e-service systems. However, these dual customer roles create a complex decision problem during e-service design. In the current paper we present a customer orientation strategy for e-service design, and propose a corresponding two-stage decision model based upon the customer orientation strategy to evaluate the efficiency and effectiveness of e-service design when the focus of the design is to meet customers’ needs as both co-producers and patrons. The decision model is then applied in an empirical study of the design of e-services of Internet food retailers. Key Words: Service Operations, E-Service, Co-production, Efficiency Analysis, Data Envelopment Analysis

A high-level semiotic trust agent scoring model for collaborative virtual organisations

In this paper, we describe how a semiotic ladder, together with a supportive trust agent, can be used to address “soft” trust issues in the context of collaborative Virtual Organisations (VO). The intention is to offer all parties better support for trust (as reputation) management including the reduction of risk and improved reliability of VO e-services. The semiotic ladder is intended to support the VO e-service lifecycle through the articulation of e-trust at various levels of system abstraction, including trust as measurable confidence. At the social level, reputation and reliability measures of e-trust are the relevant dimensions as regards choice of VO partner and are also relevant to the negotiation of service level agreements between the VO partners. By contrast, at the lower levels of the trust ladder, e-trust measures typically address the degree to which secure sign on and message level security conforms to various tangible technological security protocols. The novel trust agent provides the e-service consumer with an objective measure of the trustworthiness of the e-service at run-time, just prior to its actual consumption. Specifically, VO e-service consumer confidence level is informed, by leveraging third party objective evidence. This evidence comprises a set of Corporate Governance (CG) scores. These scores are used as a trust proxy for the "real" owner of the VO. There are also inherent limitations associated with the use of CG scores. These are duly acknowledged

Pengaruh E-service Quality terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan pada Transportasi Online Grab

Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality terhadap loyalitas pelanggan melalui kepuasan pelanggan pada aplikasi trasnportasi online Grab. Metode pe­nelitian yang digunakan adalah metode kuantitatif, dan pengumpulan data berupa angket penelitian dengan sampel pelanggan yang pernah menggunakan Grab lebih dari satu kali yang berjumlah 100 orang. Teknik analisis data yang di­gu­na­kan da­lam pe­ne­litian ini de­ngan menggunakan Partial Least Square (PLS) de­ngan ban­tuan program aplikasi SmartPLS. Hasil penelitian menunjukkan bahwa e-service quality berpengaruh positif dan signifikan terhadap kepuasan pelanggan, kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan, dan e-service quality berpengaruh positif dan signifikan terhadap loyalitas pelanggan

E-service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Dalam Penggunaan Internet Banking

Banking industry had developed rapidly. It caused the competition and increasing the number of customersbecame difficult. An optimal e-service quality expected to meet the expectations of customers, so the companywas able to win the market competition and it would eventually bring the maximum profit. The objective of thisresearch was to know the effect of e-service quality towards customer satisfaction and loyalty in using internetbanking of Commonwealth Bank Seminyak Bali Branch. Respondents of this research were customers whoused internet banking at least twice a month in the last three years. The number of respondents on this researchdefined 200 respondents by using sampling technique namely purposive sampling. This research used analysisof Structural Equation. The result of this research showed that the hypothesis put forward entirely acceptable:e-service quality had positive and significant impact on satisfaction, e-service quality had positive andsignificant impact on loyalty, satisfaction had positive and significant impact on customer loyalty in usinginternet banking. Managerial implication of this research was that management should evaluate and fix theperformance of e-service quality in particularly web design quality and assurance that had been implementedto minimize customer's complaint and to increase the customers' satisfaction and loyalty

EXPLORING THE RELATIONSHIPS BETWEEN ESERVICE QUALITY, SATISFACTION, ATTITUDES AND BEHAVIORS IN E-STORE WEBSITE

EXPLORING THE RELATIONSHIPS BETWEEN ESERVICE QUALITY, SATISFACTION, ATTITUDES AND BEHAVIORS IN E-STORE WEBSITE - E-service Quality, Satisfaction, Attitude towards the website, Behavioral Intentio

Model Kualitas E-Service dengan Pendekatan Meta-Etnografi

Penelitian ini bertujuan untuk mengusulkan model e-service quality berdasarkan model (best practice) yang ada saat ini. Model e-service quality telah dikembangkan oleh sejumlah peneliti namun masih tersebar dan belum ada kesepakatan atau konsesus terhadap model khususnya dimensi didalamnya. Bahkan mode e-service quality yang ada saat ini mempunyai beberapa dimensi namun cenderung mengabaikan dimensi dan item dari model (best practice) yang lain sehingga tidak diperoleh suatu model yang bersifat generik. Oleh karena itu dalam penelitian ini dilakukan studi dengan metode systematic review khususnya pendekatan kualitatif meta-etnografi dengan mereview berbagai studi terkait model e-service quality dari berbagai artikel jurnal dan conference untuk kemudian dilakukan proses sintesa. Meta-ethnography sebagai bagian dari metode systematic review merupakan teknik mengintegrasikan data lintas studi untuk mendapatkan teori maupun konsep baru dengan tingkat pemahaman yang lebih mendalam dan menyeluruh. Hasil penelitian menunjukkan model e-service quality yang terdiri dari 20 dimensi pengukuran yang terbagi atas perspektif organisasi (15 dimensi) dan perspektif pelanggan (5 dimensi). Dari segi praktis, model yang dihasilkan dapat digunakan untuk membantu organisasi dalam mengevaluasi dan meningkatkan kualtias layanan berbasis elektroni (e-service quality)

Pengaruh Kualitas E-Service Terhadap Minat Beli Konsumen (Studi Kasus Pada Website Koren Denim)

Internet users in Indonesia are increasing, creating an opportunity for business people to do business through e-commerce on the company website. Each company would have the marketing strategy to attract consumers, one of them by providing electronic services facility or called e-service on the website. Through the role of e-service on e-commerce, companies can improve service quality through reliability aspect (X1), website design (X2), security/privacy (X3) and customerservice (X4) to attract consumers buying interest (Y) so that the quality of online services can improve consumer buying interest through the company's website. This research was aimed to analyze the influence of e-service quality to consumersbuying interest on Koren Denim’s website, through purposive sampling of 150 respondents and analyzed by using multiple regression analysis. The result showed that the e-service quality had positive influence on consumers buying interest at 38%with a significance value of 0.000 (<0.05), indicating that H1 was accepted and generated the regression equation Y = 5.035 + 0.440 X1 + 0.296 X2 + 0.187 X3 + 1.820 X4