Main Article Content
Abstract
Currently, many people are familiar with e-commerce or online shopping platforms due to their convenience and speed. One of the examples is the Grab application. Behind the rapid development of e-commerce in Indonesia, there are many factors that can contribute to the superiority of one e-commerce platform over another. One important factor is customer satisfaction when they use the services provided by the platform. Customer satisfaction is the primary focus of this research due to the increasingly intense competition in the e-commerce industry. One way to ensure customer satisfaction on e-commerce platforms is by enhancing interface quality, product quality, product variety, and shopping security. When an e-commerce platform provides good service quality and high-quality products, customers will feel satisfied. This satisfaction, in turn, leads to customer loyalty and continued usage of the platform's services. The aim of this study is to examine the influence of interface quality, product quality, product variety, and shopping security on customer satisfaction in the Grab application. The research methodology employed in this study is quantitative. The sample consists of questionnaire responses from 170 users of the Grab application. Data processing in this research utilized AMOS 26 software. The results of the study indicate that interface quality, product quality, and shopping security have a positive and significant partial influence on customer satisfaction.
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Copyright (c) 2023 Gieska Trisna Saputra, Anas Hidayat
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
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- Van Raaij, W.F. and Crotts, J.C. (1995) “Introduction: The economic psychology of travel and tourism,” Journal of Travel and Tourism Marketing, 3(3), pp. 1–19. Available at: https://doi.org/10.1300/J073v03n03_01.
- Salim, B., Tayib, M. and Abidin, S. (2000) “Computer crime and security a survey of financial institution in Malaysia,” in The Proceedings of International Conference On Electronic Commerce ,Emerging Trends in E-Commerce. Kuala Lumpur: Multi Media University.
- Sambara, K. (2019) “Quality of Service and Customer Satisfaction in Grab Transportation Service Business,” Jurnal Paradigma, 21(1), pp. 29–39. Available at: http://journal.uniba.ac.id/index.php/PRM/article/view/154.
- Sugiyono (2016) Metode Penelitian: Kuantitatif, Kualitatif dan R&D. Bandung: Penerbit Alfabeta Bandung.
- Tjiptono, F. (2013) “Kelanggengan Entrepreneurship dalam Bentuk Bisnis Keluarga: Apa yang Telah dan Masih Perlu Diungkap,” Jurnal Entrepreneur dan Entrepreneurship, 2(1,2), pp. 1–12. Available at: https://journal.uc.ac.id/index.php/JEE/article/view/149.
- Udo, G.J. (2001) “Privacy and security concerns as major barriers for e‐commerce: a survey study,” Information Management & Computer Security, 9(4), pp. 165–174. Available at: https://doi.org/10.1108/EUM0000000005808.
- Ulum, I., Ghozali, I. and Chariri, A. (2008) “Intelectual Capital dan Kinerja Keuangan: Suatu Analisis dengan Pendekatan Partial Least Square,” Simposium Nasional Akuntansi XI, 19(19), pp. 1–31. Available at: https://www.researchgate.net/publication/291831788_Intelectual_Capital_dan_Kinerja_Keuangan_Suatu_Analisis_dengan_Pendekatan_Partial_Least_Square.
- Verhoef, P.C. et al. (2009) “Customer Experience Creation: Determinants, Dynamics and Management Strategies,” Journal of Retailing, 85(1), pp. 31–41. Available at: https://doi.org/10.1016/j.jretai.2008.11.001.
- Wibawa, B.M. et al. (2022) “Gojek VS Grab: Which One Is Better in Creating Customer Satisfaction and Loyalty?,” Business and Finance Journal, 7(1), pp. 11–24. Available at: https://doi.org/10.33086/bfj.v7i1.2607.
- Yi, Y. (1993) “Contextual priming effects in print advertisements: The moderating role of prior knowledge,” Journal of Advertising, 22(1), pp. 1–10. Available at: https://doi.org/10.1080/00913367.1993.10673391.
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References
Al-Tit, A.A. (2015) “The effect of service and food quality on customer satisfaction and hence customer retention,” Asian Social Science, 11(23), pp. 129–139. Available at: https://doi.org/10.5539/ass.v11n23p129.
Altino, I.C., Aryadita, H. and Rokhmawati, R.I. (2018) “Analisis Pengaruh Kualitas E-Service Grab Terhadap Customer Satisfaction and Loyalty menggunakan E-S-QUAL dan E-RECS-QUAL,” Jurnal Pengembangan Teknologi Informasi Dan Ilmu Komputer, 2(11), pp. 5634–5643. Available at: https://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/3368.
Andreassen, T.W. and Lindestad, B. (1998) “Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise,” International Journal of Service Industry Management, 9(1), pp. 7–23. Available at: https://doi.org/10.1108/09564239810199923.
Armstrong, G. and Kotler, P. (2009) Marketing An Introduction. 9th ed. New Jersey: Pearson Education Inc.
Bitner, M.J. (1992) “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing, 56(2), pp. 57–71. Available at: https://doi.org/10.1177/002224299205600205.
Cai, C.J., Jongejan, J. and Holbrook, J. (2019) “The effects of example-based explanations in a machine learning interface,” in IUI ’19: Proceedings of the 24th International Conference on Intelligent User Interfaces. Marina del Rey: Association for Computing Machinery, pp. 258–262. Available at: https://doi.org/10.1145/3301275.3302289.
Chipman, J.S. and Moore, J.C. (1978) “The New Welfare Economics 1939-1974,” International Economic Review, 19(3), pp. 547–584. Available at: https://doi.org/10.2307/2526326.
Eid, M.I. (2011) “Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia,” Journal of Electronic Commerce Research, 12(1), pp. 78–93.
Eri, Y., Aminul Islam, M. and Daud, K.A.K. (2011) “Factors that Influence Customers’ Buying Intention on Shopping Online,” International Journal of Marketing Studies, 3(1), pp. 128–139. Available at: https://doi.org/10.5539/ijms.v3n1p128.
Ferdinand, A. (2005) Structural Equation Modeling Dalam Penelitian Manajemen : Aplikasi Model-Model Rumit Dalam Penelitian Untuk Tesis Magister & Disertasi Doktor. 3rd ed. Semarang: Badan Penerbit Universitas Diponegoro.
Fitriana, S.H. and Susanti, A. (2022) “Pengaruh Perceived Service Quality, Perceived Value, Customer Satisfaction Terhadap Customer Loyalty Pengguna Jasa Grabfood di Solo Raya,” Edunomika, 6(2), pp. 1–15. Available at: https://web.archive.org/web/20221107023610id_/https://jurnal.stie-aas.ac.id/index.php/jie/article/download/4720/pdf.
Hermawan, H. (2017) “Pengembangan Destinasi Wisata Pada Tingkat Tapak Lahan Dengan Pendekatan Analisis Swot,” Jurnal Pariwisata, 4(2), pp. 64–74. Available at: https://ejournal.bsi.ac.id/ejurnal/index.php/jp/article/view/1942.
Johnson, M.D. and Fornell, C. (1991) “A framework for comparing customer satisfaction across individuals and product categories,” Journal of Economic Psychology, 12(2), pp. 267–286. Available at: https://doi.org/10.1016/0167-4870(91)90016-M.
Kotler, P. and Keller, K.L. (2016) Marketing Management. 15th ed. London: Pearson Education Limited.
Kotler, P. and Zaltman, G. (1997) “Social Marketing: An Approach to Planned Social Change,” Social Marketing Quarterly, 3(3–4), pp. 7–20. Available at: https://doi.org/10.1177/152450049700300301.
Lupiyoadi, R. and Hamdani, D.A. (2011) Manajemen Pemasaran Jasa. 2nd ed. Jakarta: Salemba Empat.
Mofokeng, T.E. (2021) “The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience,” Cogent Business & Management. Edited by A.W.K. Tan, 8(1), p. 1968206. Available at: https://doi.org/10.1080/23311975.2021.1968206.
Mowen, J.C. and Minor, M. (1998) Consumer Behavior. Upper Saddle River, New Jersey: Prentice- Hall.
Mulia, K. (2021) All eyes on Grab: From a Harvard University project to a USD 40 billion business, KrAsia. Available at: https://kr-asia.com/all-eyes-on-grab-from-a-harvard-university-project-to-a-usd-40-billion-business (Accessed: July 25, 2023).
Paras, T. (no date) Grab Competitors: Its 9 Biggest Rivals In Southeast Asia Revealed, Productmint. Available at: https://productmint.com/grab-competitors-alternatives/ (Accessed: July 25, 2023).
Parasuraman, A. and Grewal, D. (2000) “The impact of technology on the quality-value-loyalty chain: A research agenda,” Journal of the Academy of Marketing Science, 28(1), pp. 168–174. Available at: https://doi.org/10.1177/0092070300281015.
Van Raaij, W.F. and Crotts, J.C. (1995) “Introduction: The economic psychology of travel and tourism,” Journal of Travel and Tourism Marketing, 3(3), pp. 1–19. Available at: https://doi.org/10.1300/J073v03n03_01.
Salim, B., Tayib, M. and Abidin, S. (2000) “Computer crime and security a survey of financial institution in Malaysia,” in The Proceedings of International Conference On Electronic Commerce ,Emerging Trends in E-Commerce. Kuala Lumpur: Multi Media University.
Sambara, K. (2019) “Quality of Service and Customer Satisfaction in Grab Transportation Service Business,” Jurnal Paradigma, 21(1), pp. 29–39. Available at: http://journal.uniba.ac.id/index.php/PRM/article/view/154.
Sugiyono (2016) Metode Penelitian: Kuantitatif, Kualitatif dan R&D. Bandung: Penerbit Alfabeta Bandung.
Tjiptono, F. (2013) “Kelanggengan Entrepreneurship dalam Bentuk Bisnis Keluarga: Apa yang Telah dan Masih Perlu Diungkap,” Jurnal Entrepreneur dan Entrepreneurship, 2(1,2), pp. 1–12. Available at: https://journal.uc.ac.id/index.php/JEE/article/view/149.
Udo, G.J. (2001) “Privacy and security concerns as major barriers for e‐commerce: a survey study,” Information Management & Computer Security, 9(4), pp. 165–174. Available at: https://doi.org/10.1108/EUM0000000005808.
Ulum, I., Ghozali, I. and Chariri, A. (2008) “Intelectual Capital dan Kinerja Keuangan: Suatu Analisis dengan Pendekatan Partial Least Square,” Simposium Nasional Akuntansi XI, 19(19), pp. 1–31. Available at: https://www.researchgate.net/publication/291831788_Intelectual_Capital_dan_Kinerja_Keuangan_Suatu_Analisis_dengan_Pendekatan_Partial_Least_Square.
Verhoef, P.C. et al. (2009) “Customer Experience Creation: Determinants, Dynamics and Management Strategies,” Journal of Retailing, 85(1), pp. 31–41. Available at: https://doi.org/10.1016/j.jretai.2008.11.001.
Wibawa, B.M. et al. (2022) “Gojek VS Grab: Which One Is Better in Creating Customer Satisfaction and Loyalty?,” Business and Finance Journal, 7(1), pp. 11–24. Available at: https://doi.org/10.33086/bfj.v7i1.2607.
Yi, Y. (1993) “Contextual priming effects in print advertisements: The moderating role of prior knowledge,” Journal of Advertising, 22(1), pp. 1–10. Available at: https://doi.org/10.1080/00913367.1993.10673391.
Yu, C.M. and Abdulai, D.N. (2000) “E-commerce and the new economy: The Proceedings of International Conference On Electronic Commerce,” in Emerging Trends in E-Commerce. Kuala Lumpur: Multi Media University.