Analysis of E-Service Quality on Website E-Commerce on E-Customer Satisfaction

Abstract

E-commerce has been positively accepted by the community in business to reach customers Easily.E-commerce system must meet all criteria that the community needed to improve the service quality in order to increase of customer satisfaction in online shopping, and at the end it will be affected to an e-commerce website sales.The level of satisfaction is necessarily to be measured to find out how far the quality of services could create customers satisfaction.The purpose of the research is to give empirical contribution about the effect of e-service quality through an e-commerce system to customer e-satisfaction.The sample of the research was the student majoring in business management all varsities in Batam with a survey method.This research used PLS-SEM (Partial Least Square-Structural Equation Model).The result is consistent with previous research stated that e-service quality has a positive effect on customer esatisfaction in the online system.The conclusion of the research is information quality, e-service quality, usefulness and e-trust have effect on e-satisfaction variable.