The Influence Of Overall E-Service Quality Dimensions Towards Customer Satisfaction In Pandemic Era (Case Study: Shopee Application)

Abstract

Internet use in Indonesia has greatly increased, since the COVID-19 pandemic hit all parts of the world, and make almost all buying and selling activities, transactions face-to-face, carried out digitally through E-commerce applications. This positive impact is also felt by offline sellers who get the opportunity to sell their store products or services through E-commerce applications. This study aims to see whether there is an influence from the dimensions of Overall E-service Quality on Customer Satisfaction in the Pandemic Era with a case study of the Shopee Application. This study uses an online questionnaire distribution method using Google Form to respondents. The research model in this study used Structural Equation Modeling (SEM), using SmartPLS software and the technique used is non-probability sampling. Based on the results in this study, the hypothesis that the variables Website Design, Security/Privacy, and Fulfillment have a positive and significant relationship to Overall E-service Quality. Repurchase Intention, Word of Mouth and Site revisit have a positive and significant relationship to Customer Satisfaction. The author suggest the Company to improve the workings of the UX system on the application to reduce the waiting time lag when many other users are using the application simultaneously. Keywords-overall e-service quality, customer satisfaction, Shopee application