The Influence of E-Service Quality on Trust and Intention to Conduct Positive E-Word-of-Mouth in Telecommunication Industry

Yudhisti Ramadiantio, Yeshika Alversia, Arviansyah

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

A company website serves at least two purposes, first, for e-commerce or e-banking transactional activities and second for informing products and services offered by the company to customers, i.e., content-driven. This study examines the effect of electronic service quality toward customer satisfaction and attitude by accessing a content-driven telecommunication website as well as to assess the influence toward trust and intention to conduct eWOM (electronic Word-of-Mouth). This research collects data from 200 respondents of Gene Y consumers who have accessed a telecommunication website. Structure equation modeling is employed to verify and validate the research model. The results confirm the effects showing that e-Service quality affects both customer satisfaction and attitude toward a website, then customer attitude toward website affects trust toward the provider. Moreover, customer intention to positive eWOM is affected both by customer attitude toward website and customer trust toward the provider. However, customer satisfaction does not affect trust and intention to positive eWOM toward providers significantly. The research gleans insights into a company that can use the informational website to improve the customer attitude and trust that, in turn, will increase their intention in making positive eWOM.

Original languageEnglish
Title of host publicationICEEG 2020 - 2020 4th International Conference on E-commerce, E-Business and E-Government
PublisherAssociation for Computing Machinery
Pages76-82
Number of pages7
ISBN (Electronic)9781450388030
DOIs
Publication statusPublished - 17 Jun 2020
Event4th International Conference on E-commerce, E-Business and E-Government, ICEEG 2020 - Virtual, Online, France
Duration: 17 Jun 202019 Jun 2020

Publication series

NameACM International Conference Proceeding Series

Conference

Conference4th International Conference on E-commerce, E-Business and E-Government, ICEEG 2020
CountryFrance
CityVirtual, Online
Period17/06/2019/06/20

Keywords

  • attitude
  • E-service quality
  • satisfaction
  • trust
  • word-of-mouth

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