Pengaruh E-Service Quality terhadap Kepuasan Penjual Online pada Situs Bukalapak.Com
DOI:
https://doi.org/10.35917/cb.v2i2.258Keywords:
E-servqual, e-marketplace, e-commerce, online seller, customer satisfactionAbstract
This study aims to analyze the effect of e-service quality (electronic service quality) on online seller’s satisfaction on the Bukalapak.com site. The population of this study is the site customers who are online sellers with a total of 70 sellers as respondents. Data was obtained through a questionnaire using Google form. Multiple linear regression equation was used to determine the effect between the independent and dependent variables. Prior to data processing, validity, reliability, normality, multicollinearity, heteroscedasticity, and goodness-of-fit tests were conducted. Hypothesis testing is done by t test and R2 termination test. The results showed that the variables of efficiency, reliability, privacy and responsiveness had a positive and significant effect on online seller’s satisfaction on the Bukalapak.com site.
Downloads
References
Akhmadi, M. D. D., & Martini, E. (2020). Pengaruh E-Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Aplikasi Ovo. Jurnal Mitra Manajemen, 4(5), 708–720. https://doi. org/10.52160/ejmm.v4i5.385
Chandra, A. S., Rahyuda, K., Wayan, N., Suprapti, S., Manajemen, J., Ekonomi, F., & Udayana, U. (2015). Pengaruh E-Servqual terhadap Customer Satisfaction, Trust,dan Repeat Usage, Program Magister Manajemen , Universitas Udayana, 2008. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 06, 381–398.
Gary B. Shelly and Misty E. Vermaat. (2011). Discovering Computers 2011-Complete living in a digital world (4th ed.). Thompson Course Technology.
Ghozali, I. (2016). Aplikasi Analisis Multivariate dengan Program SPSS (4th ed.). Badan Penerbit Universitas Diponegoro. https://lib.unikom.ac.id/opac/detail/1-9624/Aplikasi Analisis Multivariate dengan Program SPSS
Ho, C. I., & Lee, Y. L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449. https://doi.org/10.1016/j.tourman.2006.12.002
Hutama, F. I., & Hutami, R. R. R. F. (2021). Pengaruh E-Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Jd . Id ( Studi Kasus Pada Pelanggan Di. E-Proceeding of Management, 8(4), 3194–3201.
Juhria, A. N. M. F. I. F. A. Y. (2021). Pengaruh e-service quality terhadap kepuasan pelanggan di aplikasi e-commerce shopee. Manajemen Universitas Mulawarman, 13(1).
KEMKOMINFO. (2016). Laporan Tahunan 2015 (Issue April). KEMKOMINFO.
Kotler, Philip; Keller, K. (2016). Marketing Management (15th ed.). Prentice Hall PTR.
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail and Distribution Management, 33(2), 161–176. https:// doi.org/10.1108/09590550510581485
Lupiyadi, R. (2008). Manajemen Pemasaran Jasa. Salemba Empat. https://onesearch.id/ Record/IOS4416.slims-6092
Marissa, D. (2021). Pengaruh E-Service Quality Terhadap Kepuasan Pelanggan Marketplace LAZADA di Palembang, Skripsi : STIE MULTI DATA PALEMBANG Pogram Studi Manajemen 2021.
Nufransa, W. S. (2014). Buku Pintar Pajak E-Commerce Dari Mendaftar Sampai Membayar. VisiMedia. Volume 4 of Buku Pintar Pajak E-Commerce - Dari Mendaftar Sampai Membayar
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https:// doi.org/10.1177/1094670504271156
Santos, J. (2003). Managing Service Quality: An International Journal. Emerald Insight, 13(3), 233–246. https://www.emerald.com/insight/content/doi/10.1108/09604520310476490/ full/html
Schiffman, Leon.G; Kanuk, Leslie; Havard, H. (2013). Consumer Behaviour (2nd ed.). Pearson.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (2nd ed.). Alfabeta.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757-899X/131/1/012012
Tjiptono, F. (2015). Manajemen Jasa (2nd ed.). Andi.
Wiyono, G. (2011). Merancang Penelitian Bisnis dengan alat analisis SPSS 17.0 & SmartPLS 2.0. UPP STIM YKPN.
