The International Journal of Business & Management

The PDF file you selected should load here if your Web browser has a PDF reader plug-in installed (for example, a recent version of Adobe Acrobat Reader).

If you would like more information about how to print, save, and work with PDFs, Highwire Press provides a helpful Frequently Asked Questions about PDFs.

Alternatively, you can download the PDF file directly to your computer, from where it can be opened using a PDF reader. To download the PDF, click the Download link above.

Fullscreen Fullscreen Off


The rapid development of e-commerce over the past few years has attracted the attention of many parties, especially marketing experts. As a business entity oriented to customer satisfaction, there are still inconsistencies and various kinds of problems revealed in some previous studies so that further testing is needed. This study aims to analyze the effect of e-service quality on e-satisfaction by measuring consumer perceptions online. This research uses a quantitative approach, and the process of collecting primary data is done by distributing questionnaires online to e-commerce customers who have conducted transactions at least two times. The number of samples that met the criteria of 146 respondents based on purposive sampling technique. Data analysis techniques using simple linear regression. The results showed that e-service quality had a positive and significant effect on customer e-satisfaction. This finding provides practical and theoretical contributions to policymakers.


User
Notifications
Font Size