Open AccessPERAN KETERLIBATAN PRODUK DALAM MEMODERASI HUBUNGAN ANTARA KUALITAS LAYANAN DARING TERHADAP KEPUASAN DARING
Author(s) -
Miftahul Jannah,
Sahid Susilo Nugroho,
Indriyo Gitosudarmo
Publication year - 2019
Publication title -
buletin studi ekonomi/buletin studi ekonomi
Language(s) - English
Resource type - Journals
eISSN - 2580-5312
pISSN - 1410-4628
DOI - 10.24843/bse.2019.v24.i02.p10
Subject(s) - customer satisfaction , service quality , business , product (mathematics) , moderation , service (business) , psychology , quality (philosophy) , loyalty , multilevel model , reliability (semiconductor) , loyalty business model , advertising , marketing , business administration , social psychology , statistics , mathematics , philosophy , power (physics) , geometry , physics , epistemology , quantum mechanics
The Role of Product Involvement in Moderating the Relationship Between OnlineService Quality and Online Satisfaction. The moderating effect of product involvement on therelationship between e-service quality and e-satisfaction. This study is aimed to examine the effectof five dimensions of e-service quality: (1) website design, (2) reliability, (3) customer service,(4) security/privacy, and (5) after sales service, on e-satisfaction and e-loyalty. The study alsoanalyzed the moderating effects of product involvement on the relationship between e-servicequality and e-satisfaction. A quantitative study approach using survey method is adopted to reach228 respondents. The data is analyzed by simple, multiple , and hierarchical regression methods toexplore direct and moderating effect among intended variables. The study findings confirmed thatreliability, customer service, and after sales service have influenced e-satisfaction.Keywords: e-service quality; e-satisfaction; product involvement.