Pengaruh E-Servqual Terhadap Keputusan Pembelian Konsumen Bhineka.Com

Fathony, Fathony (2011) Pengaruh E-Servqual Terhadap Keputusan Pembelian Konsumen Bhineka.Com. S1 thesis, STIE Indonesia Banking School.

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Official URL: http://lib.ibs.ac.id/index.php?p=show_detail&id=35...

Abstract

Information communication technology to significantly revolutionize the online shopping industry in the last decade, followed by an increasing number of web stores that participate in the Internet market, recent research shows that prices and promotions are no longer the main draw for consumers to make purchasing decisions. online customers prefer to pay higher prices to the web store that provides e-service quality, market research has shown that service quality has a significant influence on consumer satisfaction, loyalty, buying decision and even on corporate financial performance As a result, the quality e-servicebecome increasingly important for companies to retain and attract customers in the digital age. This study focuses on the dimensions of quality in the market e-serviceempirical research on the Internet with a web store Bhineka.com. The purpose of this research is to develop a scale to assess the quality of purchasing decisions e-serviceby customers using e-servqual, which provides fresh insights into the dimensions of quality e-service Results in this study showed that the ease of use, reliability and empathy from the consumer perspective is the most critical aspect and it is important to service quality web stores, while web design, privacy, availability and system response also have influence, but the effect is not so strong against the purchase decision. Bhineka.com must pay attention to web design terms, privacy, availability and responsive system while focusing on the aspects of ease ofuse, reliability and empathy in order to improve service quality to customers. Making it easier for consumers in making purchasing decisions.Keyword :e-servqual,buying decision, Bhineka.com

Item Type: Thesis (S1)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: KODEPRODI61201#Manajemen
Depositing User: Mrs. Deli Apsa
Date Deposited: 09 Oct 2020 03:54
Last Modified: 09 Oct 2020 03:54
URI: http://repository.ibs.ac.id/id/eprint/1520

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