Analysis of E-Service Quality on Website E-Commerce on E-Customer Satisfaction

DOI

10.2991/assehr.k.200813.022How to use a DOI?

Keywords

e-satisfaction, e-service quality, information quality, usefulness, e-trust, e-commerce

Abstract

E-commerce has been positively accepted by the community in business to reach customers Easily. E-commerce system must meet all criteria that the community needed to improve the service quality in order to increase of customer satisfaction in online shopping, and at the end it will be affected to an e-commerce website sales. The level of satisfaction is necessarily to be measured to find out how far the quality of services could create customers satisfaction. The purpose of the research is to give empirical contribution about the effect of e-service quality through an e-commerce system to customer e-satisfaction. The sample of the research was the student majoring in business management all varsities in Batam with a survey method. This research used PLS-SEM (Partial Least Square-Structural Equation Model). The result is consistent with previous research stated that e-service quality has a positive effect on customer e-satisfaction in the online system. The conclusion of the research is information quality, e-service quality, usefulness and e-trust have effect on e-satisfaction variable.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Rahmat Hidayat
AU  - Nilam Suri Anasis
PY  - 2020
DA  - 2020/08/13
TI  - Analysis of E-Service Quality on Website E-Commerce on E-Customer Satisfaction
BT  - Proceedings of the First International Conference on Applied Science and Technology (iCAST 2018)
PB  - Atlantis Press
SP  - 90
EP  - 94
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200813.022
DO  - 10.2991/assehr.k.200813.022
ID  - Hidayat2020
ER  -