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E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Register: Jurnal Ilmiah Teknologi Sistem Informasi

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Title E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee
 
Creator Wijaya, I Gusti Ngurah Satria
Triandini, Evi
Kabnani, Ezra Tifanie Gabriela
Arifin, Syamsul
 
Subject customer loyalty; e-commerce; importance performance analysis; structural equation model; WebQual
 
Description The rapid growth of business models in the form of online shops, Business to Consumer (B2C) and the Consumer to Consumer (C2C) concept, has an impact in the form of intense competition between online business owners. It is not easy to find a solution to this problem. The owner must provide good or even excellent service by improving the website quality so that customers can achieve satisfaction and loyalty. This research aimed to specify the influence of website quality on customer loyalty with satisfaction as an e-commerce website moderation variable and to investigate the WebQual 4.0 attributes that affect this relationship of the model. This study used 104 respondents of Shopee Consumer and analyzed with the WebQual with Importance Performance Analysis (IPA) method and Structural Equation Model (SEM). The result is that the service quality variable significantly influence e-commerce website customer satisfaction variable, customer satisfaction variable has no significant effect on e-commerce website customer loyalty variables, and website service quality variable significantly influence e-commerce website customer loyalty variable. The attributes of WebQual 4.0 that need to be considered by e-commerce management to impact the level of user satisfaction and customer loyalty are “design by the type of website”, “provide simple-to-understand information”, “provide information following the format”, “feel safe to complete transactions”, “the website makes the positive/absolute experience for me”, and “provide detailed information”. The research implications can be taken into consideration for e-commerce management.
 
Publisher Information Systems - Universitas Pesantren Tinggi Darul Ulum
 
Contributor Institut Teknologi dan Bisnis STIKOM Bali
 
Date 2021-04-27
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal.unipdu.ac.id/index.php/register/article/view/2266
10.26594/register.v7i2.2266
 
Source Register: Jurnal Ilmiah Teknologi Sistem Informasi; Vol 7, No 2 (2021): July; 107-124
Register: Jurnal Ilmiah Teknologi Sistem Informasi; Vol 7, No 2 (2021): July; 107-124
2502-3357
2503-0477
10.26594/register.v7i2
 
Language eng
 
Relation https://journal.unipdu.ac.id/index.php/register/article/view/2266/pdf
 
Rights Copyright (c) 2021 I Gusti Ngurah Satria Wijaya, Evi Triandini, Ezra Tifanie Gabriela Kabnani, Syamsul Arifin
http://creativecommons.org/licenses/by-nc-sa/4.0