An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/17263 |
Resumo: | This purpose of this dissertation is to synthesize existing insight about e-service quality in online business and develop new visions that helps manager to understand the most important dimensions of e-service quality that have impact on customer satisfaction, customer trust, and customer behavior. This study focus on the impact of e-service quality of Indonesian e-commerce. This study tested the four-dimensions of e-service quality that better predict customer behavior. The result was expected to extend the insight about country culture difference might have different relevance of e-service quality attributes. Data from an online survey of 355 Indonesian online consumers were used to test the research model. Structural equation modelling technique was used to test the research model. The analytical result showed that three dimensions of e-service quality: website design, security/privacy, and fulfilment positively affect overall e-service quality. Meanwhile customer service is not significantly related to overall e-service quality. Later, overall e-service quality is significantly related to customer satisfaction and customer trust. This study also tested the impact of customer satisfaction and customer trust on customer behavior such as repurchase intention, word of mouth, and site revisit. Result indicate customer satisfaction and customer trust had a positive impact on customer behavior. |
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An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shoppingE-service qualitycustomer satisfactionRepurchase intentionWord-of-mouthSite revisitGestãoComércio eletrónicoQualidade dos serviçosSatisfação do clienteComportamento do consumidorIndonésiaThis purpose of this dissertation is to synthesize existing insight about e-service quality in online business and develop new visions that helps manager to understand the most important dimensions of e-service quality that have impact on customer satisfaction, customer trust, and customer behavior. This study focus on the impact of e-service quality of Indonesian e-commerce. This study tested the four-dimensions of e-service quality that better predict customer behavior. The result was expected to extend the insight about country culture difference might have different relevance of e-service quality attributes. Data from an online survey of 355 Indonesian online consumers were used to test the research model. Structural equation modelling technique was used to test the research model. The analytical result showed that three dimensions of e-service quality: website design, security/privacy, and fulfilment positively affect overall e-service quality. Meanwhile customer service is not significantly related to overall e-service quality. Later, overall e-service quality is significantly related to customer satisfaction and customer trust. This study also tested the impact of customer satisfaction and customer trust on customer behavior such as repurchase intention, word of mouth, and site revisit. Result indicate customer satisfaction and customer trust had a positive impact on customer behavior.O objetivo desta dissertação é sintetizar a percepção existente sobre a qualidade do serviço eletrónico em negócios on-line e desenvolver novas visões que ajudem o gestor a entender as dimensões mais importantes da qualidade do serviço eletrónico que têm impacto na satisfação, confiança e comportamento do cliente. Este estudo foca o impacto da qualidade do serviço eletrónico do comércio eletrónico na Indonésia, tendo testado as suas quatro dimensões de qualidade que melhor prevêem o comportamento do cliente. Pretende-se que os resultados obtidos permitam percepçionar melhor a diferença que a cultura do país pode ter na relevância dos diferentes atributos de qualidade do serviço eletrónico. Dados recolhidos de 355 consumidores on-line indonésios foram usados para testar o modelo conceptual mediante a aplicação de modelação de equações estruturais. Os resultados mostraram que três dimensões da qualidade do serviço eletrónico, designadamente design do site, segurança / privacidade e atendimento afetam positivamente a qualidade geral do serviço eletrónico. O atendimento ao cliente não está significativamente relacionado à qualidade geral do serviço eletrónico. Adicionalmente, a qualidade geral do serviço eletrónico está significativamente relacionada com a satisfação e com a confiança do cliente. Este estudo também testou o impacto da satisfação e da confiança do cliente no seu comportamento, bem como a intenção de recompra, o passa-palavra e a revisitação do site. O resultado indica que a quer a satisfação quer e a confiança do cliente tiveram um impacto positivo no seu comportamento.2019-02-12T13:06:58Z2020-02-12T00:00:00Z2018-07-16T00:00:00Z2018-07-162018-05info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfapplication/octet-streamhttp://hdl.handle.net/10071/17263TID:201955865engFarisa, Almirainfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:53:00Zoai:repositorio.iscte-iul.pt:10071/17263Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:26:30.063430Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping |
title |
An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping |
spellingShingle |
An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping Farisa, Almira E-service quality customer satisfaction Repurchase intention Word-of-mouth Site revisit Gestão Comércio eletrónico Qualidade dos serviços Satisfação do cliente Comportamento do consumidor Indonésia |
title_short |
An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping |
title_full |
An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping |
title_fullStr |
An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping |
title_full_unstemmed |
An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping |
title_sort |
An assessment of e-service quality, customer satisfaction, and customer trust on customer behavior in online shopping |
author |
Farisa, Almira |
author_facet |
Farisa, Almira |
author_role |
author |
dc.contributor.author.fl_str_mv |
Farisa, Almira |
dc.subject.por.fl_str_mv |
E-service quality customer satisfaction Repurchase intention Word-of-mouth Site revisit Gestão Comércio eletrónico Qualidade dos serviços Satisfação do cliente Comportamento do consumidor Indonésia |
topic |
E-service quality customer satisfaction Repurchase intention Word-of-mouth Site revisit Gestão Comércio eletrónico Qualidade dos serviços Satisfação do cliente Comportamento do consumidor Indonésia |
description |
This purpose of this dissertation is to synthesize existing insight about e-service quality in online business and develop new visions that helps manager to understand the most important dimensions of e-service quality that have impact on customer satisfaction, customer trust, and customer behavior. This study focus on the impact of e-service quality of Indonesian e-commerce. This study tested the four-dimensions of e-service quality that better predict customer behavior. The result was expected to extend the insight about country culture difference might have different relevance of e-service quality attributes. Data from an online survey of 355 Indonesian online consumers were used to test the research model. Structural equation modelling technique was used to test the research model. The analytical result showed that three dimensions of e-service quality: website design, security/privacy, and fulfilment positively affect overall e-service quality. Meanwhile customer service is not significantly related to overall e-service quality. Later, overall e-service quality is significantly related to customer satisfaction and customer trust. This study also tested the impact of customer satisfaction and customer trust on customer behavior such as repurchase intention, word of mouth, and site revisit. Result indicate customer satisfaction and customer trust had a positive impact on customer behavior. |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-07-16T00:00:00Z 2018-07-16 2018-05 2019-02-12T13:06:58Z 2020-02-12T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/17263 TID:201955865 |
url |
http://hdl.handle.net/10071/17263 |
identifier_str_mv |
TID:201955865 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/octet-stream |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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