TY - GEN
T1 - E-Service and Logistics Service Quality in E-Commerce, Study Case
T2 - 3rd International Conference on Computer and Informatics Engineering, IC2IE 2020
AU - Rachmawati, Dezenia Zain
AU - Agus, Anna Amalyah
N1 - Publisher Copyright:
© 2020 IEEE.
PY - 2020/9/15
Y1 - 2020/9/15
N2 - E-commerce in Indonesia is growing fast. Nowadays, people tend to purchase things through e-commerce. However, the players within the e-commerce business not only e-commerce platform itself, but there are also logistics providers and customers. Both e-commerce and logistics services have service quality that plays an important role for the customer. This study uses descriptive research to analyses the impact of e-commerce service quality and logistics service quality on customer satisfaction and customer loyalty. This research used purposive sampling form Shopee Indonesia, as top 2 market leader in Indonesia Market. Data collected through online questionnaires with total respondents consisted of 546 Shopee users. Data is processed with Structural Equation Modelling method and for data analysis using LISREL software version 8.8. The results conclude that the e-service quality and logistics services quality both has a direct and positive impact on customer satisfaction and customer loyalty. This study helps e-commerce and logistics services to understand their customer so they can improve their service quality to keep existing customer and attract the new customer.
AB - E-commerce in Indonesia is growing fast. Nowadays, people tend to purchase things through e-commerce. However, the players within the e-commerce business not only e-commerce platform itself, but there are also logistics providers and customers. Both e-commerce and logistics services have service quality that plays an important role for the customer. This study uses descriptive research to analyses the impact of e-commerce service quality and logistics service quality on customer satisfaction and customer loyalty. This research used purposive sampling form Shopee Indonesia, as top 2 market leader in Indonesia Market. Data collected through online questionnaires with total respondents consisted of 546 Shopee users. Data is processed with Structural Equation Modelling method and for data analysis using LISREL software version 8.8. The results conclude that the e-service quality and logistics services quality both has a direct and positive impact on customer satisfaction and customer loyalty. This study helps e-commerce and logistics services to understand their customer so they can improve their service quality to keep existing customer and attract the new customer.
KW - customer loyalty
KW - customer satisfaction
KW - e-commerce
KW - e-supply chain
KW - logistics service quality
KW - service quality
UR - http://www.scopus.com/inward/record.url?scp=85098973470&partnerID=8YFLogxK
U2 - 10.1109/IC2IE50715.2020.9274597
DO - 10.1109/IC2IE50715.2020.9274597
M3 - Conference contribution
AN - SCOPUS:85098973470
T3 - 2020 3rd International Conference on Computer and Informatics Engineering, IC2IE 2020
SP - 218
EP - 223
BT - 2020 3rd International Conference on Computer and Informatics Engineering, IC2IE 2020
A2 - Hermawan, Indra
A2 - Rasyidin, Muhammad Yusuf Bagus
A2 - Huzaifa, Malisa
A2 - Ermis Ismail, Iklima
A2 - Muharram, Asep Taufik
A2 - Mardiyono, Anggi
A2 - Marcheeta, Noorlela
A2 - Kurniawati, Dewi
A2 - Yuly, Ade Rahma
A2 - Suhanda, Ariawan Andi
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 15 September 2020 through 16 September 2020
ER -