Online Shop Customers’ Behaviour: E-Service Quality, Attitude and Actual Use

Amalia Hasta Insani and Noorlailie Soewarno and Isnalita (2018) Online Shop Customers’ Behaviour: E-Service Quality, Attitude and Actual Use. In: International Conference of Communication Science Research (ICCSR 2018), 24-25 July 2018, Universitas Dr. Soetomo, Surabaya, Indonesia.

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Online Shop has become inseparable in the life of consumer behaviour of Indonesia, in using application of Shopee, Lazada, Tokopedia, Bukalapak and This is known to increase the real consumption growth of Indonesian society. The purpose of this study is to determine the effect of e-service quality on the determinants of attitudes and actual users on online shop users’ behaviour in Indonesia. This study uses the Partial Least Square or Warp PLS 6.0 method to test the hypothesis using 206 respondents from online shop users in Indonesia. The results showed that service quality (ESQ) and consumer behaviour (ATT) were found to have a positive effect on actual users (USE). While the quality of service (ESQ) was found to have no positive effect on actual usage (USE) in using the online web shop, these findings provide insight into consumer behaviour, e-commerce, marketing and technology. This study contributes to the growing literature on customer attitudes in online shop-based purchases.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: e-service quality; attitude; actual use; behaviour
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD5701-6000.9 Labor market. Labor supply. Labor demand
H Social Sciences > HF Commerce > HF1-6182 Commerce
H Social Sciences > HF Commerce > HF5410-5417.5 Marketing. Distribution of products
H Social Sciences > HJ Public Finance > HJ9-9940 Public finance > HJ6603-7390 Customs administration
Divisions: 04. Fakultas Ekonomi dan Bisnis > Akuntansi
Amalia Hasta InsaniUNSPECIFIED
Noorlailie SoewarnoNIDN0025126402
Depositing User: Tn Sugeng Riyanto
Date Deposited: 19 Jul 2019 08:15
Last Modified: 06 May 2021 05:33
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