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

Main Authors:	Amalia Hasta Insani, Noorlailie Soewarno, NIDN. 0025126402, Isnalita, NIDN. 0022086605
Format:	Proceeding PeerReviewed Book
Bahasa:	eng
Terbitan:	, 2018
Subjects:	HD5701-6000.9 Labor market. Labor supply. Labor demand HF1-6182 Commerce HF5410-5417.5 Marketing. Distribution of products HJ6603-7390 Customs administration
Online Access:	http://repository.unair.ac.id/85261/1/Isnalita_Karya%20ilmiah010-Online%20Shop%20Customers%27%20Behaviour%20....pdf http://repository.unair.ac.id/85261/2/Isnalita_Peer%20Review010.pdf http://repository.unair.ac.id/85261/3/10-Online%20Shop%20Customers%E2%80%99%20Behaviour_%20E-Service%20Quality%2C%20Attitude%20and%20Actual%20Use.pdf http://repository.unair.ac.id/85261/ https://www.atlantis-press.com/proceedings/iccsr-18/25904583

Daftar Isi:

Online Shop has become inseparable in the life of consumer behaviour of Indonesia, in using application of Shopee, Lazada, Tokopedia, Bukalapak and Jd.id. 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.