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Proceedings of the International Conference of Communication Science Research (ICCSR 2018)

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

Authors
Amalia Hasta Insani, Noorlaelie Soewarno, Isnalita Isnalita
Corresponding Author
Amalia Hasta Insani
Available Online July 2018.
DOI
https://doi.org/10.2991/iccsr-18.2018.25How to use a DOI?
Keywords
e-service quality; attitude; actual use; behaviour
Abstract
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.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
International Conference of Communication Science Research (ICCSR 2018)
Part of series
Advances in Social Science, Education and Humanities Research
Publication Date
July 2018
ISBN
978-94-6252-596-2
ISSN
2352-5398
DOI
https://doi.org/10.2991/iccsr-18.2018.25How 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  - Amalia Hasta Insani
AU  - Noorlaelie Soewarno
AU  - Isnalita Isnalita
PY  - 2018/07
DA  - 2018/07
TI  - Online Shop Customers’ Behaviour: E-Service Quality, Attitude and Actual Use
BT  - International Conference of Communication Science Research (ICCSR 2018)
PB  - Atlantis Press
SP  - 111
EP  - 115
SN  - 2352-5398
UR  - https://doi.org/10.2991/iccsr-18.2018.25
DO  - https://doi.org/10.2991/iccsr-18.2018.25
ID  - Insani2018/07
ER  -