THE INFLUENCE OF ELECTRONIC SERVICE QUALITY AND CLIENT FULFILLMENT IN ONLINE BUYING

Study of Go Food Consumer in Malang

Keywords: e-Service Quality, Customer Satisfaction, Customer Trust

Abstract

This study aims to determine the e-service quality in the online food business. The population of this study is GoFood application users in Indonesia who have visited, purchased, or used the services provided by the GoFood online food application at least once in six months aged over 17 years, totaling 354 respondents. The sampling method used is non-probability sampling. This research uses SEM-PLS. The results of this study are three dimensions of e-service quality, namely GoFood application design, customer security or privacy and fulfillment affect overall e-service quality. However, customer service is not significantly related to e-service quality as a whole. e-service quality as a whole is statistically significantly related to customer behavior. Future research should consider different methodologies for similar products, namely GrabFood and ShopeeFood.

References

Adriansyah, D., & Saputri, M. E. (2020). Pengaruh Promosi Penjualan Terhadap Kepuasan Pelanggan Melalui Keputusan Pembelian Sebagai Variabel Intervening Pada Pengguna Go-Food Di Kota Bandung. 3(3), 6.

Ahmad, A., Abuhashesh, M., Obeidat, Z., & AlKhatib, M. (2020). E-WOM and airline e-ticket purchasing intention: Mediating effect of online passenger trust. Management Science Letters, 10(12), 2729–2740.

Billyarta, G. W., & Sudarusman, E. (2021). Pengaruh Kualitas Layanan Elektronik (E-Servqual) Terhadap Kepuasan Konsumen Pada Market Place Shopee Di Sleman DIY. Jurnal Optimal, 18(1), 41–62.

Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002

Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison. Asia Pacific Journal of Marketing and Logistics, 30(2), 400–416. https://doi.org/10.1108/APJML-04-2017-0071

Cevdet, B. (2013). The Influence of E-Service Quality on Customer Perceived Value: A Study on Domestics Tourists in Turkey. 4(1), 14.

Chen, K., Gong, S., Xiang, T., & Change Loy, C. (2013). Cumulative Attribute Space for Age and Crowd Density Estimation. 2467–2474. https://openaccess.thecvf.com/content_cvpr_2013/html/Chen_Cumulative_Attribute_Space_2013_CVPR_paper.html

Chun, J.-H., & Lim, Y.-W. (2012). E-Service Quality and Behavioral Intention in the App Shopping Mall. Journal of the Korea Academia-Industrial cooperation Society, 13(4), 1609–1618. https://doi.org/10.5762/KAIS.2012.13.4.1609

Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29–51. https://doi.org/10.1016/0167-8116(95)00027-5

Das, K., Tamhane, T., Vatterott, B., Wibowo, P., & Wintels, S. (2018). The digital archipelago: How online commerce is driving Indonesia’s economic development. Economic Development, 87.

Denegri‐Knott, J., Zwick, D., & Schroeder, J. E. (2006). Mapping consumer power: An integrative framework for marketing and consumer research. European Journal of Marketing, 40(9/10), 950–971. https://doi.org/10.1108/03090560610680952

Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kefi, H., Krishen, A. S., Kumar, V., Rahman, M. M., Raman, R., Rauschnabel, P. A., Rowley, J., Salo, J., Tran, G. A., & Wang, Y. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. International Journal of Information Management, 59, 102168. https://doi.org/10.1016/j.ijinfomgt.2020.102168

Gazzola, P., Colombo, G., Pezzetti, R., & Nicolescu, L. (2017). Consumer Empowerment in the Digital Economy: Availing Sustainable Purchasing Decisions. Sustainability, 9(5), 693. https://doi.org/10.3390/su9050693

Ghazali, E., Nguyen, B., Mutum, D. S., & Mohd-Any, A. A. (2016). Constructing online switching barriers: Examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers. Electronic Markets, 26(2), 157–171. https://doi.org/10.1007/s12525-016-0218-1

Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e‐shopping. Journal of Services Marketing, 24(2), 142–156. https://doi.org/10.1108/08876041011031118

Hasbullah, N. A., Osman, A., Abdullah, S., Salahuddin, S. N., Ramlee, N. F., & Soha, H. M. (2016). The Relationship of Attitude, Subjective Norm and Website Usability on Consumer Intention to Purchase Online: An Evidence of Malaysian Youth. Procedia Economics and Finance, 35, 493–502. https://doi.org/10.1016/S2212-5671(16)00061-7

Hayes, D., Cappa, F., & Le-Khac, N. A. (2020). An effective approach to mobile device management: Security and privacy issues associated with mobile applications. Digital Business, 1(1), 100001. https://doi.org/10.1016/j.digbus.2020.100001

Hernández, B., Jiménez, J., & Martín, M. J. (2010). Customer behavior in electronic commerce: The moderating effect of e-purchasing experience. Journal of Business Research, 63(9–10), 964–971. https://doi.org/10.1016/j.jbusres.2009.01.019

Ho-Sam-Sooi, N., Pieters, W., & Kroesen, M. (2021). Investigating the effect of security and privacy on IoT device purchase behaviour. Computers & Security, 102, 102132. https://doi.org/10.1016/j.cose.2020.102132

Ilhamalimy, R. R., & Ali, H. (2021). Model Perceived Risk and Trust:e-WOM and Purchase Intention (The Role of Trust Mediating in Online Shopping in Shopee Indonesia). Dinasti International Journal of Digital Business Management, 2(2), 204–221. https://doi.org/10.31933/dijdbm.v2i2.651

Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 101942. https://doi.org/10.1016/j.jretconser.2019.101942

Kalia, P., & Paul, J. (2021). E-service quality and e-retailers: Attribute-based multi-dimensional scaling. Computers in Human Behavior, 115, 106608. https://doi.org/10.1016/j.chb.2020.106608

Kim, S.-O., Youn, S.-H., & Lee, M.-J. (2018). The Study on the e-Service Quality Factors in m-Shopping Mall App based on the Kano Model. International Journal of Industrial Distribution & Business, 9(12), 63–72. https://doi.org/doi:http://dx.doi.org/10.13106/ijidb.2018.vol9.no12.63.

Marthianus, J. (2016). Pengaruh Restoran Atmosfer, Kualitas Makanan Dan Kualitas Layanan Terhadap Perceived Value Konsumen Restoran De Soematra Surabaya. Jurnal Hospitality dan Manajemen Jasa, 4(2), 199–216.

Mendoza, M. C. O., Santos, R. R. C., & Magdaraog, J. E. H. (2020). Assessment of E-Service Quality Dimensions and Its Influence on Customer Satisfaction: A Study on the Online Banking Services in the Philippines. 2020 IEEE 7th International Conference on Industrial Engineering and Applications (ICIEA), 1076–1081. https://doi.org/10.1109/ICIEA49774.2020.9101940

Nasution, S. L., Limbong, C. H., & Ramadhan, D. A. (2020). Pengaruh Kualitas Produk, Citra Merek, Kepercayaan, Kemudahan, Dan Harga Terhadap Keputusan Pembelian Pada E-Commerce Shopee (Survei Pada Mahasiswa S1 Fakultas Ekonomi Jurusan Manajemen Universitas Labuhan Batu). ECOBISMA (JURNAL EKONOMI, BISNIS DAN MANAJEMEN), 7(1), 43–53. https://doi.org/10.36987/ecobi.v7i1.1528

Noviarni, E. (2019). Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Konsumen Online: B2C (Business To Customer) Di Kota Pekanbaru. JURNAL AL-IQTISHAD, 14(2), 23–40. https://doi.org/10.24014/jiq.v14i2.6799

Oghazi, P., Karlsson, S., Hellström, D., & Hjort, K. (2018). Online purchase return policy leniency and purchase decision: Mediating role of consumer trust. Journal of Retailing and Consumer Services, 41, 190–200. https://doi.org/10.1016/j.jretconser.2017.12.007

Oktaviana, M., Nurhalim, A. D., & Hernawati, E. (2021). An Analysis Of Go-Food, Grabfood, And Shopeefood Utilization To Improve Customer Loyalty On Home-Based Business Owners In Tangerang City. JURNAL EKONOMI DAN BISNIS, 19(3), 10.

Papista, E., & Dimitriadis, S. (2019). Consumer – green brand relationships: Revisiting benefits, relationship quality and outcomes. Journal of Product & Brand Management, 28(2), 166–187. https://doi.org/10.1108/JPBM-09-2016-1316

Pires, G. D., Stanton, J., & Rita, P. (2006). The internet, consumer empowerment and marketing strategies. European Journal of Marketing, 40(9/10), 936–949. https://doi.org/10.1108/03090560610680943

Purnasari, H., & Yuliando, H. (2015). How Relationship Quality on Customer Commitment Influences Positive e-WOM. Agriculture and Agricultural Science Procedia, 3, 149–153. https://doi.org/10.1016/j.aaspro.2015.01.029

Rasheed, F. A., & Abadi, M. F. (2014). Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries. Procedia - Social and Behavioral Sciences, 164, 298–304. https://doi.org/10.1016/j.sbspro.2014.11.080

Rastini, N. M., & Nurcaya, N. (2019). Customers trust mediation: Effect of CSR and service quality towards e-WOM. International Research Journal of Management, IT and Social Sciences, 6(4), 169–173. https://doi.org/10.21744/irjmis.v6n4.670

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690

Sharma, R., Dhir, A., Talwar, S., & Kaur, P. (2021). Over-ordering and food waste: The use of food delivery apps during a pandemic. International Journal of Hospitality Management, 96, 102977. https://doi.org/10.1016/j.ijhm.2021.102977

Silalahi, S. L. Br., Handayani, P. W., & Munajat, Q. (2017). Service Quality Analysis for Online Transportation Services: Case Study of GO-JEK. Procedia Computer Science, 124, 487–495. https://doi.org/10.1016/j.procs.2017.12.181

Stouthuysen, K., Teunis, I., Reusen, E., & Slabbinck, H. (2018). Initial trust and intentions to buy: The effect of vendor-specific guarantees, customer reviews and the role of online shopping experience☆. Electronic Commerce Research and Applications, 27, 23–38. https://doi.org/10.1016/j.elerap.2017.11.002

Tandon, A., Kaur, P., Bhatt, Y., Mäntymäki, M., & Dhir, A. (2021). Why do people purchase from food delivery apps? A consumer value perspective. Journal of Retailing and Consumer Services, 63, 102667. https://doi.org/10.1016/j.jretconser.2021.102667

Tasin, N. B. (2017). Factors Influecing Customer’s Trust in Online Shopping Among Executives in a Bank. Malaysian Journal of Social Sciences and Humanities (MJSSH), 2(3), 46–59. https://doi.org/10.47405/mjssh.v2i3.47

Tsao, W.-C., & Tseng, Y.-L. (2011). The impact of electronic-service quality on online shopping behaviour. Total Quality Management & Business Excellence, 22(9), 1007–1024. https://doi.org/10.1080/14783363.2011.593869

Uzir, Md. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721. https://doi.org/10.1016/j.jretconser.2021.102721

van Hoboken, J., & Fathaigh, R. Ó. (2021). Smartphone platforms as privacy regulators. Computer Law & Security Review, 41, 105557. https://doi.org/10.1016/j.clsr.2021.105557

Yang, Y., Gong, Y., Land, L. P. W., & Chesney, T. (2020). Understanding the effects of physical experience and information integration on consumer use of online to offline commerce. International Journal of Information Management, 51, 102046. https://doi.org/10.1016/j.ijinfomgt.2019.102046

Yusuf, F., Taufik, A., & Hidayat, A. (2021). The effect of information technology and service quality on customer loyalty of Bank Mandiri Jakarta Patra Jasa Branch. 6.

Zehir, C., & Narcıkara, E. (2016). E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences, 229, 427–443. https://doi.org/10.1016/j.sbspro.2016.07.153

Published
2022-02-06
How to Cite
Yogatama, A. (2022). THE INFLUENCE OF ELECTRONIC SERVICE QUALITY AND CLIENT FULFILLMENT IN ONLINE BUYING. Jurnal Ilmiah Bisnis Dan Ekonomi Asia, 16(1), 52-74. https://doi.org/10.32815/jibeka.v16i1.757