Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship

Young Consumer's Perception on E-Service Quality of Online Shop: an Evidence from Bandung

Authors
Nina Septina
Corresponding Author
Nina Septina
Available Online August 2016.
DOI
https://doi.org/10.2991/gcbme-16.2016.72How to use a DOI?
Keywords
e-service quality, e-commerce, importance performance analysis, marketplace
Abstract
Nowadays business runs not only by offline platform but also online. The online business growth facilitates by the rapid development of technology, especially internet. To enhance online consumer satisfaction, online businesses need to know the perceptions of consumers about the quality of its services as one of the basic considerations in decision making for their marketing policy. The limitation of this study was not discussed all platform of online business yet. This study applies mixed method to measure the perceptions of online consumers. Focus group discussion (FGD) conducted to learn the dimensions of e-service quality of young consumer in Bandung. Data collection was done through administered questionnaire which developed based on FGD findings and related literature. E-service quality on this study consists of four dimensions which were reliability, tangibles, security and customer service. The results of this study found that respondents mostly satisfied on several dimensions of e-service quality and appreciate online shop as a partial substitute of offline shop. Moreover, male respondents less access than female but spends more.
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Proceedings
2016 Global Conference on Business, Management and Entrepreneurship
Part of series
Advances in Economics, Business and Management Research
Publication Date
August 2016
ISBN
978-94-6252-268-8
ISSN
2352-5428
DOI
https://doi.org/10.2991/gcbme-16.2016.72How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Nina Septina
PY  - 2016/08
DA  - 2016/08
TI  - Young Consumer's Perception on E-Service Quality of Online Shop: an Evidence from Bandung
BT  - 2016 Global Conference on Business, Management and Entrepreneurship
PB  - Atlantis Press
SN  - 2352-5428
UR  - https://doi.org/10.2991/gcbme-16.2016.72
DO  - https://doi.org/10.2991/gcbme-16.2016.72
ID  - Septina2016/08
ER  -