MEASURING SOCIOLLA SERVICES QUALITY INFLUENCE TO CUSTOMER SATISFACTION AND BEHAVIORAL INTENTION

• Main Author: Esarianita, Yegi
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/54754
• Institution: Institut Teknologi Bandung

This study examines the effect of electronic service quality on customer satisfaction and behavioral intention in the case of online selling through e-commerce. Sociolla, which is one of the e-commerce businesses in the beauty industry, is the object of research to see the relationship between electronic service quality, perceived product quality, customer satisfaction, and behavioral intention. The purpose of this study was to determine the relationship between e-commerce quality in case of services, the perception of consumer about product quality provided, customer satisfaction, and behavioral intention, including analyzing the of influence exogenous and endogenous variables, and analyzing the effects between variables. This research uses quantitative methods; the data were collected by distributing questionnaires to Sociolla consumer who had experience bought toner products through Sociolla's e-commerce platform. The questionnaire was distributed online by using google form with 302 respondents participated. The data obtained were processed using SPSS and SmartPLS to be analyzed using descriptive analysis, cross-tabulation, factor analysis, and path analysis. It was conducted to determine the influence and correlation between variables. The results showed that both perceived product quality and e-service quality has a positive and significant influence on customer satisfaction, besides that, the combines’ effect from both variables is showing an almost moderate effect on customer satisfaction. Then, eservice quality provided by e-commerce also has a positive and significant influence on behavioral intention. The same results also showed in between the relationship of customer satisfaction from quality to behavioral intention of consumer towards e-commerce. The combines’ effect given by perceived product quality of e-commerce, e-service quality provided by e-commerce and customer satisfaction from the quality given by e-commerce is consider to be weak towards behavioral intention. In conclusion, the service quality given to consumer by e-commerce from their website is giving an influence on consumer level of satisfaction and it will also affected how consumer will act in the future towards e-commerce. Meanwhile perceived product quality only affected on the feeling of satisfaction on consumer from the quality they received from e-commerce as the service provider. The satisfaction of consumer that was created by quality is giving a positive influence to the intention on consumer to behave more positively in the future towards e-commerce.