Perkembangan teknologi informasi dan perdagangan berbasis elektronik memberi peluang bagi para pelaku usaha kecil menengah di Indonesia untuk mengembangkan bisnisnya. Hal tersebut sejalan dengan visi pemerintah yang menargetkan Indonesia untuk menjadi negara ekonomi digital terbesar di Asia Tenggara pada 2020. Namun, pengadopsian teknologi untuk perdagangan berbasis elektronik memiliki kendala, salah satunya mengenai kesiapan sumber daya manusia. Para pelaku usaha kecil menengah lebih fokus untuk menilai aspek finansial dibandingkan dengan kapabilitas internal ketika berhadapan dengan implementasi teknologi informasi. Studi ini bertujuan untuk membangun sebuah model konseptual yang menjelaskan hubungan antara faktor pendukung eksternal, penguasaan IT dan pengadopsian e-commerce pada UKM. Studi ini diharapkan dapat memberi implikasi kepada pelaku usaha, pemerintah sebagai pembuat kebijakan dan perusahaan pengembang teknologi untuk dapat berkolaborasi bersama dalam pencapaian visi ekonomi digital.
Considering the contradictory finding regarding e-service quality influence toward customer loyalty in the context of online food delivery (OFD) service, we evaluate e-service quality measurement by adding an extended indicator. Our study aims to validate payment flexibility as an extended indicator and examine e-service quality influence on customer loyalty. Data were collected through an online questionnaire involving 100 OFD customers in West Java (Indonesia). The Partial Least Square (PLS-SEM) technique was used to analyze data from that answered questionnaire. Interestingly, our findings showed that payment flexibility is valid and reliable as an e-service quality indicator. Moreover, the influence of e-service quality on OFD customer loyalty is found to be statistically significant. Finally, this study provides new insight into the existing knowledge of e-service quality and generates valuable implications. OFD service providers are suggested to ensure order suitability in retaining their customer loyalty.
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