Improving the Quality of e-Commerce Service by Implementing Combination Models with Step-by-Step, Bottom-Up Approach

Abstract

e-Commerce, as a hot industry, plays an important role in people's lives. People visit e-commerce websites, check what they want, then click buy, and finally complete the transaction. The developments taking place at the level of electronic services at the global level and the intensification of competition and the increase in the experiences of electronic shoppers, the awareness and understanding of companies of the distinctive characteristics of the population in the region and their purchasing habits has become the most important for companies of e-commerce and services, where it is imperative Companies should keep pace with these developments and provide electronic services via the internet of high quality and efficiency, by focusing on the most important requirements for customer satisfaction, especially in light of the information and technological revolution. However, customers will have an awful experience if they visit crudely made e-commerce websites. Kunst A. (2019, Dec 20) claimed that around a total of 37.4% of customers complained that they had an awful shopping experience. The reason is that the service quality of e-commerce websites is not up to standard. This research aims to improve the quality of e-commerce service by using the Comprehensive and Referential Combination Model by implementing a Step-by-Step, Bottom-Up approach. Finally, we will recommend improving the quality of e-commerce service in construct and revision ways within parts of this model.

Evaluation of e-Service Quality Impacts Customer Satisfaction: One-Gate Integrated Service Application in Indonesian Weather Agency

“…This research can be used as a reference that demonstrates that E-S-Qual has developed into an efficient scale in government services with a concept like e-commerce, in which a website can help users with their activities, such as product purchases, and obtain transactions efficiently and effectively. Based on the theory explained by Parasuraman et al (2005), efficiency and fulfillment are the most critical aspects of the quality of website services [6]. This is in line with the results of this study that these two dimensions have an impact on customer satisfaction in using applications to obtain data and information services from BMKG.…”

“…e-Commerce refers to business conducted electronically or over the internet. Generally, it refers to individuals who use the internet to either purchase and sell goods or give paid services through payments and data flows [5] [6]. In PTSP BMKG Application, Customers can choose the type of data, information, or services they want by entering the shopping cart, paying, and information can be downloaded on the application.…”