E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Wijaya, I Gusti Ngurah Satria; Triandini, Evi; Kabnani, Ezra Tifanie Gabriela; Arifin, Syamsul

doi:10.26594/register.v7i2.2266

Cited by 19 publications

(14 citation statements)

References 26 publications

(43 reference statements)

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“…The most important aspect is a website that is informative or describes the information that is easy to understand and as needed. This factor is similar to the communication factor in previous studies (Omar and Musa, 2011) and website service quality (Le et al, 2020;Wijaya et al, 2021).…”

Section: Discussionsupporting

confidence: 84%

Understanding Female Segments Based on Benefit of Loyalty Program

Sutarso,

Sekarsari,

Ilfitiah

et al. 2023

JAM

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Loyalty programs in banking need to look at the dynamics of female consumers, especially when digital businesses dominate marketing transactions. In the literature, segmentation studies are mostly carried out on retail services, airlines, and hotels, which are rare in banking, especially related to loyalty program services. Therefore, this study is expected to close the gap without a segmentation study in a banking context. This study aims to identify the female customer segment by assessing the bank's loyalty program and relating it to its perceived convenience, security, and reliability. The study employed the two most prominent banks in Indonesia, with 208 female customers as respondents. The purposive sampling method was used as a method of selecting samples. Data were reduced using factor analysis and categorized using cluster analysis. The main result identifies four factors underlying the benefits of loyalty programs: quality of communication, policy, rewards, and website quality. Three segments of loyalty program female consumers were identified: apathetic (25%), active (31%), and passive segments (44%). In further analysis, three segments of females were analyzed regarding the bank saving account's convenience, reliability, and security. Results confirm that all three segments were unique and distinguished one from another. This study's implication guides managing the types of female customers at the bank, especially loyalty programs.

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Section: Discussionsupporting

confidence: 84%

Understanding Female Segments Based on Benefit of Loyalty Program

Sutarso,

Sekarsari,

Ilfitiah

et al. 2023

JAM

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“…Loyalitas pelanggan merupakan sebuah hasil yang didapat dari kepuasan pelanggan akan sebuah produk barang atau jasa, loyalitas ini memberikan dampak positif bagi perusahaan seperti pelanggan yang loyal melakukan pembelian yang berulang-ulang pada produk perusahaan [11]. Penulis sebelumnya melakukan penelitian dengan yaitu kepuasaan pelanggan tidak berpengaruh signifikan terhadap loyalitas pelanggan [12]. [13] menyatakan kepuasaan pelanggan berpengaruh signifikan terhadap variabel loyalitas pelanggan.…”

Section: Pendahuluanunclassified

Perilaku Keputusan Pembelian Generasi Y dan Z dalam Penggunaan E-Commerce di Masa Pasca Pandemi

Wijaya

Ekayasa²

2022

NUSAMBA

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In business during the post-covid-19 pandemic or the implementation of the new normal, many things can influence the behavior of purchasing decisions for a product, which is caused by factors such as: personal, social, cultural, and psychological. This transition period will leave new habits during the pandemic period. Every company must make changes in managing its business, if it wants to survive and win the competition. This study aims to analyze the comparison of changes in the purchasing decision behavior factors of generation Y and Z consumers with the use of e-commerce in the post-pandemic period. The analytical method used is the Structural Equation Modeling (SEM) technique through the use of Partial Least Squares (PLS-SEM). The results of the study stated that the comparison of results between respondents of generation Y and generation Z, there were three factors that had different results or contradictory results, namely perceptions of convenience, E-WOM, and price. Perception of convenience and E-WOM have a significant positive relationship to the purchase decision of generation Y, while price suitability does not affect the decision of generation Y in buying an item. Generation Z in making purchasing decisions really considers the price suitability factor. Meanwhile, E-WOM and perceived convenience are not considered by Generation Z. Positive emotion factors have a significant positive relationship for both Generation Y and Generation Z and perceived usefulness, security, motivation factors have a positive but not significant relationship with e-commerce purchasing decisions. in the post-pandemic

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“…Perkembangan teknologi saat ini telah membawa ke ranah yang signifikan dalam memenuhi sumber daya manusia akan informasi yang cepat dan akurat [1]. Sistem informasi ini sangat penting untuk masyarakat karena dapat memperluas informasi [2]. Cafe angkraaf culture and culinary salah satu usaha di bidang kuliner yang tidak memiliki fasilitas pelayanan reservasi secara online.…”

Section: Pendahuluanunclassified

Meningkatkan Kualitas Pelayanan Reservasi Dengan Memanfaatkan Bahasa Pemograman Sebagai Kerangka Permodelan

Rosalia,

Aryanto

2024

JTEKSIS

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Cafe angkraf culture and culinary ini sebuah cafe yang terletak diyogyakarta, cafe ini sering di kunjungi kalangan mahasiswa. Reservasi cafe merupakan proses pemesanan atau penyediaan tempat duduk di sebuah cafe untuk pelanggan yang ingin mengunjungi dan menikmati layanan cafe. Dalam era di mana gaya hidup yang sibuk dan cepat menjadi semakin umum, reservasi cafe telah menjadi kebutuhan penting bagi banyak orang yang ingin menjamin tempat duduk di Cafe angkraf culture and culinary. Proses reservasi cafe saat ini masih menggunakan cara yang manual dapat memakan waktu yang cukup lama. Dalam metode ini, pelanggan harus menghubungi cafe secara langsung melalui telepon atau datang ke cafe untuk melakukan reservasi. Hal ini dapat menyebabkan pelanggan mengalami kesulitan dalam menghubungi cafe saat sedang sibuk atau saat cafe tutup. terdapat risiko kesalahan atau tumpang tindih reservasi. Staf cafe mungkin mengalami kesalahan dalam mencatat informasi pelanggan atau melewatkan reservasi yang masuk secara bersamaan. Hal ini dapat mengakibatkan ketidakpuasan pelanggan yang tiba di cafe dan menemukan bahwa meja yang mereka harapkan tidak tersedia. Untuk mengatasi masalah ini, café mempertimbangkan untuk membuatga sistem reservasi cafe berbasis website. Dengan memanfaatkan teknologi ini cafe dapat meningkatkan efisiensi, meningkatkan aksesibilitas, dan memberikan pengalaman reservasi yang lebih baik kepada pelanggan.

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E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

Cited by 19 publications

References 26 publications

Understanding Female Segments Based on Benefit of Loyalty Program

Understanding Female Segments Based on Benefit of Loyalty Program

Perilaku Keputusan Pembelian Generasi Y dan Z dalam Penggunaan E-Commerce di Masa Pasca Pandemi

Meningkatkan Kualitas Pelayanan Reservasi Dengan Memanfaatkan Bahasa Pemograman Sebagai Kerangka Permodelan

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