The Student Satisfaction of Bumigora University Towards E-Commerce Services
Keywords:
E- Commerce, Customer Satisfaction, Service Quality
Abstract
The use of e-commerce is growing rapidly now days. By the increasing development of e-commerce in Indonesia, customers are being influenced to find service quality to achieve customer satisfaction. This study investigated the relationship between service quality and customer satisfaction among Bumigora University students on the Shopee platform. A total of 120 samples were used in this study. According to this study's findings, all the service quality variables have a positive and significant influence. Further, this study discovered that website design has the biggest impact on customer satisfaction. This study also offers for establishing and increasing service quality to maintain customer satisfaction. In addition, e-commerce practitioners should be concerned with improving service quality surrounding students
References
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Artheswara, L. C., & Sulistiawati, A. (2020). Tingkat Penggunaan E-Commerce Pada Remaja di Kota dan Kabupaten. Jurnal Sains Komunikasi dan Pengembangan Masyarakat, 4(4), 437–488. https://doi.org/10.29244/jskpm.4.4.437-488
Cho, N., & Park, S. (2001). Development of electronic commerce user-consumer satisfaction index (ECUSI) for Internet shopping. Industrial Management & Data Systems, 101(8), 400–405. https://doi.org/10.1108/EUM0000000006170
Hair, J. F., Page, M., & Brunsveld, N. (2020). Essential of Business Research Methods (Fourth). Routledge.
Ingaldi, M., & Ulewicz, R. (2019). How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development. Sustainability. https://doi.org/10.3390/su11184830
Jameel, A. S., Hamdi, S. S., Karem, M. A., Raewf, M. B., & Ahmad, A. R. (2021). E-Satisfaction based on E-service Quality among university students. Journal of Physics: Conference Series, 1804(1).
Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007
Kotler, P., Keller, K, L., Brady, M., Goodman, M., & Hansen, T. (2016). Marketing Management. Pearson.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th edition). Prentice Hall.
Lee, H. S. (2013). Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty. Asian Social Science, 9(2). https://doi.org/10.5539/ass.v9n2p1
Meida, F., Astuti, M., & Nastiti, H. (2022). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Pelanggan E-Commerce Sociolla Di Era Pandemic Covid-19. Jurnal IKRAITH-EKONOMIKA, 5(2).
Merugu, P., & Mohan, V. K. (2020). Customer Satisfaction Towards Online Shopping with Reference To Jalandhar City. International Journal of Management (IJM), 11(2), 36–47.
Miao, M., Jalees, T., Zaman, S. I., Hanif, S. K. and N.-A., & Javed, M. K. (2021). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-03-2021-0221
Mulawarman, L., Jati, L. J., & Hayati, R. N. (2023). Efektivitas Strategi Event Marketing Untuk Keberlanjutan Bisnis E-Commerce. Jurnal Pijar, 1(2), 159–166.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on Improving Service Quality Measurement. Journal of Retailing, 69(1), 140–147. https://doi.org/10.1016/S0022-4359(05)80007-7
Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). E-S-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Ramdani, R., & Saad, S. (2023). Service Quality and Customer Satisfaction on E-commerce Platform Towards Apparel Products in Indonesia. Journal of Information System and Technology Management (JISTM), 8(31), 20–34. https://doi.org/10.35631/JISTM.831002
Ribbink, D., Riel, A. C. R. Van, Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446–456. https://doi.org/10.1108/09604520410569784
Salameh, A. A. M., Ahmad, H., Zulhumadi, F., & Abubakar, F. M. (2018). Relationships between system quality, service quality, and customer satisfaction; M-commerce in the Jordanian context. Journal of Systems and Information Technology, 20(1), 73–102. https://doi.org/10.1108/JSIT-03-2017-0016
San, W. H., Von, W. Y., & Qureshi, M. I. (2020). The Impact of E-Service Quality on Customer Satisfaction in Malaysia. Journal of Marketing and Information Systems, 3(1). https://doi.org/10.31580/jmis.v3i1.1452
Similarweb. (2023). Top Websites Ranking Most Visited eCommerce and Shopping Websites in Indonesia. similarweb.com.
Statista. (2023). Number of users of e-commerce in Indonesia from 2018 to 2027. statista.com.
Suryani, S., & Koranti, K. (2022). Kualitas Pelayanan, Kepercayaan Dan Keamanan Serta Pengaruhnya Terhadap Kepuasan Pelanggan Melalui Sikap Pengguna E-Commerce. Jurnal Ilmiah Ekonomi Bisnis, 27(2), 183–198.
Tandon, A., Aakash, A., & Aggarwal, A. G. (2020). Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling. International Journal of Systems Assurance Engineering and Management, 11(25). https://doi.org/10.1007/s13198-020-00954-3
Tjiptono, F. (2016). Pemasaran Jasa - Prinsip, Penerapan, dan Penelitian (Ed 1). Yogyakarta: ANDI.
Tobagus, A. (2018). Pengaruh e-service quality terhadap e-satisfaction pada pengguna di situs Tokopedia. AGORA, 6(1), 1–10.
Wardhana, M. A., Mustaqim, Y., & Firmansyah, N. A. (2023). Analisis Management Ketepatan Waktu, Kualitas Layanan Elektronik, Terhadap Kepuasan Pelanggan Elektronik di pada E-commerce Blibli. Jurnal Teknologi dan Manajemen Industri, 35–40.
