Service Quality Dimensions and Customer Satisfaction in online shopping: A customer’s perspective

Abstract

With the expansion of e-commerce, E-Service Quality is becoming increasingly important. The study aims to investigate the relationship between e-service quality dimensions and customer satisfaction in B2C online shopping in Pakistan emphasizing the customer’s perspective. A total of five dimensions of e-service quality have been tested with endogenous variable i.e. customer satisfaction. Using a quantitative research strategy, data from 225 participants was collected using online questionnaires where 88% of the respondents already had the experience of online shopping that made a valid sample of 199. Smart PLS was used to conduct the data analysis. Following reliability and validity analysis, out of all five dimensions, reliability showed the strongest path coefficient of 0.323. Results also show that all the five hypotheses were supported except for responsiveness. As far as implications of the study are concerned, online shopping stores should devote valuable resource to enhance the significant e-service quality attributes that are emphasized by this study. Moreover, E-Services are becoming increasingly important in B2C e-commerce for improving customer relations and increasing sales and developing countries are of no exception to it. Lastly, as the study is conducted in Pakistani context, generalizability to other countries particularly outside South Asia may be limited due to difference in customers’ shopping behaviours and attitudes.

Employee Welfare and Financial Performance of Listed Nigerian Manufacturing Firms.

“…More and more businesses are becoming cognizant of the importance of training their staff and are allocating substantial funds to do so (Shafiq & Hamza, 2017). With an increased focus on meeting customer demands and differentiating the company from the competition, training programmes are implemented to boost productivity (Khan et al, 2019;Khan et al, 2020). Employee training promotes uniformity, helps businesses reach their goals, and boosts productivity and efficiency, all of which contribute to satisfied customers.…”

Pengaruh Kualitas E-Service dan Kepuasan Pelanggan pada Perilaku Pelanggan

“…Pada sektor perdagangan, ditandai dengan munculnya aplikasi ecommerce seperti Bukalapak, Tokopedia dan lain sebagainya. Kehadiran teknologi tersebut menguntungkan konsumen yaitu selain mengurangi biaya dikarenakan faktor-faktor tertentu, teknologi tersebut memberikan kemudahan bagi konsumen dalam pencarian barang (Juhria et al, 2021). E-Service telah menjadi terobosan besar yang tidak hanya digunakan untuk mencapai efisiensi, tetapi sebagai media pemasaran sebuah produk.…”

“…Penelitian sebelumnya melakukan analisis rentang skala dan rentang jalur untuk mengetahui seberapa berpengaruhkah kepercayaan dan kualitas e-Service terhadap keputusan pembelian pada Bukalapak, yang hasilnya baik kualitas dan kepercayaan mempengaruhi keputusan pembelian secara signifikan (Nurmanah & Nugroho, 2021). Penelitian oleh Juriah melakukan studi tentang bagaimana kualitas e-Service berdampak terhadap kepuasan pelanggan menggunakan Shopee pada masyarakat Kabupaten Karawang yang hasilnya kualitas dari e-Service berbanding lurus terhadap kepuasan pelanggan (Juhria et al, 2021). Penelitian lain yang dilakukan Rita (Rita et al, 2019) menggunakan metode SEM (Structural Equation Modeling) untuk menganalisis 365 sampel menemukan bahwa desain web, keamanan / privasi, dan pemenuhan (fulfilment) mempengaruhi kualitas e-Servicedan kualitas e-Service mempengaruhi perilaku pelanggan untuk menggunakan kembali jasa e-Service tersebut.…”

“…Penelitian lainnya oleh Khan(Khan et al, 2020) juga meneliti mengenai faktorfaktor dalam kualitas e-Service yang mempengaruhi kepuasan pelanggan. Fokus penelitian ialah untuk menginvestigasi hubungan yang terdapat antara masing-masing faktor kualitas e-Service serta kepuasan yang diperoleh pelanggan dalam platform e-commerce B2C di Pakistan.…”

“…Penelitian lainnya oleh Juhria (Juhria et al, 2021) lebih berfokus pada pengaruh kualitas e-Service pada kepuasan pelanggan. Fokus pada penelitian ini bertujuan untuk mengetahui korelasi kualitas e-Service terhadap kepuasan pelanggan pada situs Shopee.…”