PERAN KETERLIBATAN PRODUK DALAM MEMODERASI HUBUNGAN ANTARA KUALITAS LAYANAN DARING TERHADAP KEPUASAN DARING

  • Miftahul Jannah Fakultas Ekonomi dan Bisnis, Universitas Trunojoyo Madura, Madura, Indonesia
  • Sahid Susilo Nugroho Fakultas Ekonomika dan Bisnis, Universitas Gadjah Mada, Yogyakarta, Indonesia
  • Indriyo Gitosudarmo Fakultas Ekonomika dan Bisnis, Universitas Gadjah Mada, Yogyakarta, Indonesia
DOI: https://doi.org/10.24843/BSE.2019.v24.i02.p10

Abstract

Abstract: The Role of Product Involvement in Moderating the Relationship Between Online
Service Quality and Online Satisfaction. The moderating effect of product involvement on the
relationship between e-service quality and e-satisfaction. This study is aimed to examine the effect
of five dimensions of e-service quality: (1) website design, (2) reliability, (3) customer service,
(4) security/privacy, and (5) after sales service, on e-satisfaction and e-loyalty. The study also
analyzed the moderating effects of product involvement on the relationship between e-service
quality and e-satisfaction. A quantitative study approach using survey method is adopted to reach
228 respondents. The data is analyzed by simple, multiple , and hierarchical regression methods to
explore direct and moderating effect among intended variables. The study findings confirmed that
reliability, customer service, and after sales service have influenced e-satisfaction.
Keywords: e-service quality; e-satisfaction; product involvement.

Downloads

Download data is not yet available.
Published
2019-09-01
How to Cite
JANNAH, Miftahul; NUGROHO, Sahid Susilo; GITOSUDARMO, Indriyo. PERAN KETERLIBATAN PRODUK DALAM MEMODERASI HUBUNGAN ANTARA KUALITAS LAYANAN DARING TERHADAP KEPUASAN DARING. Buletin Studi Ekonomi, [S.l.], p. 288-303, sep. 2019. ISSN 2580-5312. Available at: <https://ojs.unud.ac.id/index.php/bse/article/view/52609>. Date accessed: 16 apr. 2024. doi: https://doi.org/10.24843/BSE.2019.v24.i02.p10.
Citation Formats
Issue
VOL.24.NO.2.AGUSTUS 2019
Section
Articles
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.