An empirical look at the effect of service quality on online shopping customer satisfaction in Indonesia

Jurnal Perspektif Pembiayaan dan Pembangunan Daerah

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Field Value
 
Title An empirical look at the effect of service quality on online shopping customer satisfaction in Indonesia
 
Creator Risanty, Risanty
Kesuma, Sambas Ade
Agustrisna, Juwita
Bilqis, May Hana
 
Subject Customer satisfaction
Online shopping
Service quality
 
Description The main purpose of this study is to examine the relationship between service quality and online shopping customer satisfaction in Indonesia. This study is a quantitative and cross-sectional study with a survey method. This study's online shopping customers consist of undergraduate and postgraduate students in the Accounting Department of Universitas Sumatera Utara. The study used Likert scale questionnaires distributed to 400 respondents, and 295 questionnaires were obtained for data analysis. The study found that service quality has a positive and significant relationship with customer satisfaction. The study reveals that the elevation of excellent service quality on online shopping is the best solution for online shopping vendors to obtain customer satisfaction.
 
Publisher Program Magister Ilmu Ekonomi Pascasarjana Universitas Jambi
 
Date 2021-10-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://online-journal.unja.ac.id/JES/article/view/11044
10.22437/ppd.v9i4.11044
 
Source Jurnal Perspektif Pembiayaan dan Pembangunan Daerah; Vol. 9 No. 4 (2021): Jurnal Perspektif Pembiayaan dan Pembangunan Daerah; 321 - 330
2355-8520
2338-4603
 
Language eng
 
Relation http://online-journal.unja.ac.id/JES/article/view/11044/12386
 
Rights Copyright (c) 2021 Risanty Risanty, Sambas Ade Kesuma, Juwita Agustrisna, May Hana Bilqis
https://creativecommons.org/licenses/by/4.0
 

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