GATR Journal of Management and Marketing Review (GATR JMMR) VOL. 8 (2) APRIL - JUNE 2023最新文献

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E-ServQual role in Creating Consumer Trust towards Shopee Marketplace during the Covid-19 Pandemic 在新冠疫情期间，E-ServQual在建立消费者对Shopee Marketplace信任中的作用

GATR Journal of Management and Marketing Review (GATR JMMR) VOL. 8 (2) APRIL - JUNE 2023 Pub Date : 2023-06-29 DOI: 10.35609/jmmr.2023.8.2(2)

Tri Palupi Robustin

{"title":"E-ServQual role in Creating Consumer Trust towards Shopee Marketplace during the Covid-19 Pandemic","authors":"Tri Palupi Robustin","doi":"10.35609/jmmr.2023.8.2(2)","DOIUrl":"https://doi.org/10.35609/jmmr.2023.8.2(2)","url":null,"abstract":"Objective - During the pandemic of Covid-19, consumer behavior has dramatically changed, especially in shopping for daily life needs. The restriction on face-to-face or direct interaction has switched daily shopping transactions from conventional offline shopping to online-based shopping via e-commerce, including the marketplace. This research explores the role of E-Service Quality (E-ServQual) in creating consumers’ trust in Shopee, one of the most famous marketplaces in Indonesia.\u0000Methodology/Technique - This research sample consisted of 87 respondents using an accidental sampling technique. Data were analyzed using multiple linear regression analysis.\u0000Findings – The results of this study showed that four dimensions of E-ServQual partially affect consumer trust at Shopee, i.e., efficiency, fulfilment, privacy, and responsiveness. However, the three dimensions of E-ServQual, i.e., reliability, compensation, and contact, do not affect consumer trust. The research results also show that all E-ServQual dimensions simultaneously affect consumer trust.\u0000Novelty - However, the three dimensions of E-ServQual, i.e., reliability, compensation, and contact, do not affect consumer trust.\u0000\u0000Type of Paper: Empirical\u0000JEL Classification: D12, M30, M39.\u0000Keywords: E-ServQual, Marketplace, Trust, Shopee.\u0000Reference to this paper should be made as follows: Robustin, T.P. (2023). E-ServQual role in Creating Consumer Trust towards Shopee Marketplace during the Covid-19 Pandemic, J. Mgt. Mkt. Review, 8(2), 76 – 85. https://doi.org/10.35609/jmmr.2023.8.2(2)","PeriodicalId":350010,"journal":{"name":"GATR Journal of Management and Marketing Review (GATR JMMR) VOL. 8 (2) APRIL - JUNE 2023","volume":"78 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121036303","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The Effect of Overall E-Service Quality in Marketing to Online Customer Satisfaction after Covid-19 新冠肺炎疫情后营销整体电子服务质量对在线客户满意度的影响

GATR Journal of Management and Marketing Review (GATR JMMR) VOL. 8 (2) APRIL - JUNE 2023 Pub Date : 2023-06-29 DOI: 10.35609/jmmr.2023.8.2(1)

R. Hayu, Sutanpri Sutanpri, Heldi Sahputra, Nopi Hermice

{"title":"The Effect of Overall E-Service Quality in Marketing to Online Customer Satisfaction after Covid-19","authors":"R. Hayu, Sutanpri Sutanpri, Heldi Sahputra, Nopi Hermice","doi":"10.35609/jmmr.2023.8.2(1)","DOIUrl":"https://doi.org/10.35609/jmmr.2023.8.2(1)","url":null,"abstract":"Objective - This study aims to explore the behavior of e-commerce user especially in Tokopedia after the outbreak of pandemic covid-19.\u0000Methodology/Technique - This study used quantitative methods and the data is acquired by distributing questionnaires to Tokopedia users in Indonesia. 351 data are acquired and processed by using SEM Partial Least Square (PLS).\u0000Findings – This study claims that website design has positive significant effect on overall e-service quality; customer service has no significant effect on overall e-service quality; security/privacy has no significant effect on overall e-service quality; fulfilment has no significant effect on overall e-service quality; overall e-service quality has positive significant effect on customer satisfaction; customer satisfaction has positive significant effect on repurchase intention; customer satisfaction has positive significant effect on word of mouth and customer satisfaction has positive significant effect on site revisit.\u0000Novelty - The novelty of this research is using complete dimensions of each variable that is not used by previous research in order to give detail explanation. Also, this study is conducted after covid-19 outbreak to explore the potential different behavior of e-commerce consumers.\u0000\u0000Type of Paper: Empirical\u0000JEL Classification: I15, M30, M31, M37, O44,\u0000Keywords: Covid-19, e-commerce, Overall E-Service Quality, Customer Satisfaction\u0000\u0000Reference to this paper should be made as follows: Hayu1, R.S; Sutanpri; Sahputra, H; Hermice, N. (2023). The Effect of Overall E-Service Quality in Marketing to Online Customer Satisfaction After Covid-19, J. Mgt. Mkt. Review, 8(2), 63 – 75. https://doi.org/10.35609/jmmr.2023.8.2(1)","PeriodicalId":350010,"journal":{"name":"GATR Journal of Management and Marketing Review (GATR JMMR) VOL. 8 (2) APRIL - JUNE 2023","volume":"45 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125697535","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0