THE INFLUENCE FROM E-SERVICE QUALITY OF THE BOARDING HOUSE WEBSITE ON CUSTOMER SATISFACTION AND PURCHASE INTENTION

• Main Author: Husna Fajri, Aulya
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/75597
• Institution: Institut Teknologi Bandung

In Indonesia, students who are migrating have a variety of housing alternatives, including boarding house, dorms, rentals, and apartments. However, during the search process sometimes there are many obstacles faced such as limited time to look for boarding houses, the desired boarding house is full, the boarding house does not match expectations, and other considerations that make it difficult to get a boarding house according to the desired preferences. This problem is seen as an opportunity to build a technology-based business that can overcome various obstacles faced by students in the process of getting a boarding house. Teman Survei is present as a boarding house website by offering detailed and complete features of information data, photos, and room tour videos. Since July 2022, Teman Survei website service has been in operation and has attracted 49 users. Unfortunately, out of these users, only 10 proceeded to make transactions, resulting in a small sales volume. Data from Teman Survei users revealed that three users complained about the admin's response, three others canceled due to unsatisfactory services, and two users canceled because the order process was not quick. These instances indicate that the service quality provided by Teman Survei is not optimal, leading to a significant number of customers choosing not to continue the payment. The goal of this study to better understand the factors of electronic services quality that have an influence on consumer satisfaction and purchase intention. Researcher also tries to determine the factors of electronic service quality that most influential on customer satisfaction to purchase intention. Partial Least Square-Structural Equation Modeling, a quantitative technique, was utilized to test the study model using data from 237 users of a boarding house website in Bandung. The outcome demonstrates that customer satisfaction and purchase intention are positively influenced by each of the five elements of electronic service quality: website design, reliability, responsiveness, trust, and personalization. And found that personalization is dimension that most influential.