The Role  of E-Services, Quality System and Perceived Value on Customer Satisfaction: An Empirical Study on Indonesian SMEs

Bunga  Aditi; Hafizah Hafizah; Hermansyur Hermansyur

doi:10.7777/jiemar.v2i3.195

Bunga Aditi Fakultas Ekonomi dan Bisnis Harapan , Universitas Harapan Medan
Hafizah Hafizah Fakultas Ekonomi dan Bisnis Harapan , Universitas Harapan Medan
Hermansyur Hermansyur Fakultas Ekonomi dan Bisnis Harapan , Universitas Harapan Medan

DOI: https://doi.org/10.7777/jiemar.v2i3.195

Abstrak

The purpose of this study is to analyze e-service, system quality, perceived value and satisfaction for customer of Indonesian SMEs. This research was conducted by distributing 140 online questionnaires to customer of Indonesian SMEs and there were 124 questionnaires that were reversed and processed. Sampling method with snowball sampling. The test was carried out with the help of a statistical tool in the form of Structural Equation Modeling (SEM) based on Partial Least Square version 3. The results showed that Based on the results of the hypothesis testing, there was a positive and significant relationship between E-Service and Perceived Value. there was a positive and not significant relationship between System Quality and Perceived Value. that there was a positive and significant relationship between perceived value and e-satisfaction. there was a positive and significant relationship between E-Service and e-satisfaction through perceived value. This study found that e-service has a positive and significant impact on e-satisfaction through perceived value. There are a positive and not significant relationship between system quality and e-satisfaction through perceived value. The novelty of this research is the correlation model of effect of e-service, system quality and perceived value on e-satisfaction of SMEs.

Referensi

Andre , J. ., Alex P, A. P., Erix, E., Citra , S., & Wijaya , S. . (2020). ANALYSIS SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION . International Journal of Social and Management Studies, 1(1), 105–116. https://doi.org/10.5555/ijosmas.v1i1.65

Demir, A., Maroof, L., Khan, N. U. S., & Ali, B. J. (2020). The role of E-service quality in shaping online meeting platforms: a case study from higher education sector. Journal of Applied Research in Higher Education.

El Saghier, N. M. Students Satisfactions with E-Learning Mediating the E-Service Quality-Behavioral Intention Link: The Case of Public Universities in Egypt.

Kartika, H., Kholil, M., & Setia Bakti, C. (2020). SERVICE QUALITY AND CUSTOMER SATISFACTION IN FURNITURE SECTOR INSTALLATION SERVICES. Journal of Industrial Engineering & Management Research, 1(2), 103-111. https://doi.org/10.7777/jiemar.v1i2.44

Kumbhar, V. M. (2012). Conceptualization of e-services quality and e-satisfaction: a review of literature. Management research and practice, 4(4), 18-18.

Linda, T., Herawati, A., Kanwo, K., & Santoso , W. H. (2020). FOOD AND BEVERAGE DEPARTMENT CUSTOMER SATISFACTION. Journal of Industrial Engineering & Management Research, 1(4), 123 - 127. https://doi.org/10.7777/jiemar.v1i4.191

Purwanto, A., Asbari, M., & Santoso, T. (2021). Education Management Research Data Analysis: Comparison of Results between Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS For Small Samples. Nidhomul Haq : Jurnal Manajemen Pendidikan Islam, 6(2), 382-399. https://doi.org/10.31538/ndh.v6i2.1575

Purwanto,A., Masduki Asbari,Teguh Iman Santoso, Vip Paramarta Denok Sunarsi (2021).Social and Management Research Quantitative Analysis for Medium Sample: Comparing of Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS.Jurnal Ilmiah Ilmu Administrasi Publik: Jurnal Pemikiran dan Penelitian Administrasi Publik.9(2).518-532

Purwanto,A.,Masduki Asbari,Teguh Iman Santoso,Marissa Grace Haque,Nurjaya (2021)Marketing Research Quantitative Analysis for Large Sample: Comparing of Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS.Jurnal Ilmiah Ilmu Administrasi Publik: Jurnal Pemikiran dan Penelitian Administrasi Publik.9(2).355-372

Purwanto, A., Asbari, M., Santoso, T. I., Sunarsi, D., & Ilham, D. (2021). Education Research Quantitative Analysis for Little Respondents. Jurnal Studi Guru Dan Pembelajaran, 4(2), 335-350.

Pham, L., Limbu, Y. B., Bui, T. K., Nguyen, H. T., & Pham, H. T. (2019). Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam. International Journal of Educational Technology in Higher Education, 16(1), 1-26.

Rahmi, B. A. K. I., Birgoren, B., & Aktepe, A. (2018). A meta analysis of factors affecting perceived usefulness and perceived ease of use in the adoption of e-learning systems. Turkish Online Journal of Distance Education, 19(4), 4-42.

Salimon, M. G., Sanuri, S. M. M., Aliyu, O. A., Perumal, S., & Yusr, M. M. (2021). E-learning satisfaction and retention: a concurrent perspective of cognitive absorption, perceived social presence and technology acceptance model. Journal of Systems and Information Technology.

Saxena, C., Baber, H., & Kumar, P. (2021). Examining the moderating effect of perceived benefits of maintaining social distance on e-learning quality during COVID-19 pandemic. Journal of Educational Technology Systems, 49(4), 532-554.

Sulthan, N., Jaswadi, J., & Sulistiono, S. (2021). A case study of the analysis of business process modelling and notation for purchase order and Product receipt in small medium-sized enterprises. Journal of Industrial Engineering & Management Research, 2(5), 44 - 50. https://doi.org/10.7777/jiemar.v2i5.193

Susanto, R., Novitasari, D., Yuwono, T., & Asbari, M. (2020). Analysis The Influence of Prices and Features of Honda Vario 125 CBS 2020 on Purchase Decisions for Candidate Consumers in The Tangerang City Region. Journal of Industrial Engineering & Management Research, 1(3), 184-199. https://doi.org/10.7777/jiemar.v1i3.78

Zeglat, D., Shrafat, F., & Al-Smadi, Z. (2016). The Impact of the E-Service Quality (E-SQ) of Online Databases on Users' Behavioural Intentions: A Perspective of Postgraduate Students. International Review of Management and Marketing, 6(1).