Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual
Evaluating the Service Quality on Online Store using E-S-Qual measurement Model In recent year, internet has been choosen by the customer for transaction because the technology of the internet has made it possible to customer to take a greater control to the purchase and consumption experience than...
| Main Authors: | , |
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| Format: | Thesis |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: |
| _version_ | 1826046335251382272 |
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| author | , RIKA PUTRI WAHONO , Dr. Sahid Susilo Nugroho, MSc |
| author_facet | , RIKA PUTRI WAHONO , Dr. Sahid Susilo Nugroho, MSc |
| author_sort | , RIKA PUTRI WAHONO |
| collection | UGM |
| description | Evaluating the Service Quality on Online Store using E-S-Qual measurement Model
In recent year, internet has been choosen by the customer for transaction because the
technology of the internet has made it possible to customer to take a greater control to the
purchase and consumption experience than ever before. That�s why e-commerce is increasing
and so many company and online store prefer to offer facility and transact the selling of product
and service by online. The purpose of this study are to explore the suitability of E-S-Qual
application in particular e-commerce setting on online store store.co.id and to analyze the
impacts of website quality upon customer loyalty and actual purchases.
There are three regression models on this study. The first model is multiple regression (it
measures four dimensions of service quality and perceived value ), the second and the third
models are simple regression. The simple regression model measure the relationship between
loyalty and actual purchases.
This research discovered there is no relationship between system availability and
perceived value. It showed the relationship between the dimensions of e-service quality
(efficiency, fulfillment, and privacy, except system availability) and perceived value. It also
suggested that perceived value influenced loyalty , and loyalty didn�t influence actual purchases.
For researcher and manager, it is really important to know and analyze that high level of E-SQual
has positif influences to customer on online market. |
| first_indexed | 2024-03-13T22:51:30Z |
| format | Thesis |
| id | oai:generic.eprints.org:120023 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:51:30Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1200232016-03-04T08:42:23Z https://repository.ugm.ac.id/120023/ Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual , RIKA PUTRI WAHONO , Dr. Sahid Susilo Nugroho, MSc ETD Evaluating the Service Quality on Online Store using E-S-Qual measurement Model In recent year, internet has been choosen by the customer for transaction because the technology of the internet has made it possible to customer to take a greater control to the purchase and consumption experience than ever before. That�s why e-commerce is increasing and so many company and online store prefer to offer facility and transact the selling of product and service by online. The purpose of this study are to explore the suitability of E-S-Qual application in particular e-commerce setting on online store store.co.id and to analyze the impacts of website quality upon customer loyalty and actual purchases. There are three regression models on this study. The first model is multiple regression (it measures four dimensions of service quality and perceived value ), the second and the third models are simple regression. The simple regression model measure the relationship between loyalty and actual purchases. This research discovered there is no relationship between system availability and perceived value. It showed the relationship between the dimensions of e-service quality (efficiency, fulfillment, and privacy, except system availability) and perceived value. It also suggested that perceived value influenced loyalty , and loyalty didn�t influence actual purchases. For researcher and manager, it is really important to know and analyze that high level of E-SQual has positif influences to customer on online market. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , RIKA PUTRI WAHONO and , Dr. Sahid Susilo Nugroho, MSc (2013) Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60030 |
| spellingShingle | ETD , RIKA PUTRI WAHONO , Dr. Sahid Susilo Nugroho, MSc Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual |
| title | Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual |
| title_full | Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual |
| title_fullStr | Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual |
| title_full_unstemmed | Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual |
| title_short | Mengevaluasi Mutu Layanan Toko Terhubung dengan Model Pengukuran E-S-Qual |
| title_sort | mengevaluasi mutu layanan toko terhubung dengan model pengukuran e s qual |
| topic | ETD |
| work_keys_str_mv | AT rikaputriwahono mengevaluasimutulayanantokoterhubungdenganmodelpengukuranesqual AT drsahidsusilonugrohomsc mengevaluasimutulayanantokoterhubungdenganmodelpengukuranesqual |