Tinjauan Pustaka Dampak Keandalan E-Servqual Terhadap Kepuasan Pelanggan Dalam E-Commerce
Abstract
The 84% dissatisfaction rate of e-commerce customers in Indonesia is an important indicator for e-commerce managers to improve service performance and build lasting relationships with online consumers. Various methods can be used by companies to evaluate service quality, and one of the popular ones is E-SERVQUAL. This research uses a qualitative method with a systematic literature review, it is hoped that business practitioners can gain insight into the factors that affect Servqual reliability and customer satisfaction in e-commerce. This research uses the Google Scholar platform to obtain literature, resulting in 7 relevant scientific articles. Converging literature findings over the past five years confirm that improvements in e-service quality consistently result in increased levels of consumer satisfaction with different e-commerce platforms. Online business has played an important role in digital marketing, yet many companies have yet to maximise its potential. With the continuous development in the competitive e-commerce industry, service quality is the key to winning over customers. Companies must be responsive to digital trends and utilise new technologies to improve efficiency and effectiveness. Although this study has provided an overview of e-servqual and customer satisfaction in Indonesian e-commerce, future quantitative research would be beneficial to complement the findings and provide deeper insights with quantitative research with methods such as surveys or experiments recommended to examine cause-and-effect relationships and measure variables numerically. Future research could explore less common e-commerce business models, such as crowdfunding platforms, social e-commerce, or specialised online marketplaces.
Keywords:
E-commerce, Customer Satisfaction, Service Quality, Literature Review
References
Adelian, G., Bangsawan, S., & . R. (2024). The Influence of E-Service Quality, Perceived Risk and Customer Trust in Repurchase Intentions (Study on Indonesian Shopee E-Commerce Users). Journal of Economics, Finance And Management Studies, 07(04). https://doi.org/10.47191/jefms/v7-i4-26
Dr. Gita Rani Sahu. (2024). Understanding Contemporary Consumer Behaviour in the Digital Age. International Research Journal on Advanced Engineering and Management (IRJAEM), 2(03), 485–490. https://doi.org/10.47392/IRJAEM.2024.0068
Fitria Dwi Nuriyah, & Rendra Erdkhadifa. (2023). ANALISIS KORELASI KANONIK KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PADA MIE MIELIADER BANDUNG. Juremi: Jurnal Riset Ekonomi, 2(5), 595–604. https://doi.org/10.53625/juremi.v2i5.5178
Gupron, G. (2020). ANALISIS KEPUASAN KONSUMEN MELALUI E-SERVICE QUALITY TERHADAP KEPUTUSAN PEMBELIAN DARING DI APLIKASI BUKALAPAN.COM (Studi Pada Mahasiswa Universitas Batanghari Jambi). JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL, 1(1), 337–348. https://doi.org/10.38035/jmpis.v1i1.267
Harini, S., Pranitasari, D., Said, M., & Endri, E. (2023). Determinants of SME performance: Evidence from Indonesia. Problems and Perspectives in Management, 21(1), 471–481. https://doi.org/10.21511/ppm.21(1).2023.40
Hendriana, T. I., & Irawan, N. (2024). The influence of service quality on customer satisfaction. International Journal of Applied Finance and Business Studies, 11(4), 913–921. https://doi.org/10.35335/ijafibs.v11i4.261
Hidayat, S. N. (2020). Analisis Perbandingan Keberhasilan Dan Penerimaan LIMA E-Commerce Di Indonesia Menggunakan Model DeLone And McLean Yang Dikembangkan. In Paper Knowledge . Toward a Media History of Documents.
Kumala, S. L. (2022). Perkembangan Ekonomi Berbasis Digital Di Indonesia. Journal of Economics and Regional Science, 1(2), 109–117. https://doi.org/10.52421/jurnal-esensi.v1i2.190
Latif, A., Sukotjo, E., Manajemen, J., Ekonomi, F., Bisnis, D., Halu, U., Aidin, O., Awasinombu, H., & Oleo, U. H. (2023). PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING (STUDI PADA PELANGGAN E-COMMERCE SHOPEE.CO.ID YANG ADA DI KOTA KENDARI) (The Influence of E-service quality and E-trust on E-loyalty with E-satisf. 7(3), 523–536. https://doi.org/https://doi.org/10.33772/jumbo.v7i3.610
Lena Ellitan, & Ani Suhartatik. (2023). The Role of E-Trust and E-Service Quality in Building E-Loyalty and E-Satisfaction. J-CEKI : Jurnal Cendekia Ilmiah, 2(3), 303–311. https://doi.org/10.56799/jceki.v2i3.834
Lingga, R. I., & Syafitri, A. (2024). Dampak Digital Marketing terhadap Minat Beli Konsumen di Toko Karyatama Lubuklinggau. Jurnal Teknik Industri Terintegrasi, 7(1), 198–204. https://doi.org/10.31004/jutin.v7i1.23081
Mabrur, I., Saputra, M., & Syahputra, H. (2022). E-COMMERCE PENJUALAN KOPI GAYO (Studi Kasus : UMKM Ine Kopi di Kecamatan Bandar). Jurnal Teknik Informatika Dan Elektro, 4(1), 01–11. https://doi.org/10.55542/jurtie.v4i1.110
Maricic, B., Veljkovic, S., & Djordjevic, A. (2012). Customer satisfaction measurement. Marketing, 43(4), 235–244. https://doi.org/10.5937/markt1204235M
Mateo, S. (2020). A procedure for conduction of a successful literature review using the PRISMA method. Kinésithérapie, La Revue, 20(226), 29–37. https://doi.org/10.1016/j.kine.2020.05.019
Mian, F., Dandan, W., & Yongyan, D. (2024). Research on Service Quality Evaluation of Rural E-commerce Logistics Based on SPSS. 2024 IEEE 7th Advanced Information Technology, Electronic and Automation Control Conference (IAEAC), 160–165. https://doi.org/10.1109/IAEAC59436.2024.10504001
Nurjanah, S., & Mahendra, W. (2022). E-Service Quality pada Pelayanan Kependudukan Elektronik Alpukat Betawi Pemerintah Provinsi DKI Jakarta. Publisia: Jurnal Ilmu Administrasi Publik, 7(2), 174–187. https://doi.org/10.26905/pjiap.v7i2.7491
Palit, J., Satria, R. A., & Tantowi, A. A. (2024). E-Commerce Web Application Untuk Membantu Masyarakat. Jurnal Pengembangan Sistem Informasi Dan Informatika, 5(2), 20–30. https://doi.org/10.47747/jpsii.v5i2.1735
Parasuraman, A., & Berry, L. (1991). Parasuraman, A, Berry L, refinement and reassessment of the servqual scale.pdf. In Journal of Retailing.
Parvin, M. S., Hasan, M. S., & Rahman, P. D. M. (2022). Effect of temperature and BSFB population on the growth and yield of Brinjal. International Journal of Science and Management Studies (IJSMS), 342–350. https://doi.org/10.51386/25815946/ijsms-v5i4p135
Pradana, B. I., Parwati, K. Y., Ardian, F., & Li, N. R. (2024). VALIDATING DIMENSIONS OF MOBILE SERVICE QUALITY E-COMMERCE CONSUMER TO CONSUMER (C2C) IN INDONESIA FROM SELLER’S PERSPECTIVE. Jurnal Aplikasi Manajemen, 22(1). https://doi.org/10.21776/ub.jam.2024.022.01.01
Pranitasari, D., & Sidqi, A. N. (2021). Analisis Kepuasan Pelanggan Elektronik Shopee menggunakan Metode E-Service Quality dan Kartesius. Jurnal Akuntansi Dan Manajemen, 18(02), 12–31. https://doi.org/10.36406/jam.v18i02.438
Priatna, A., Yusuf, A. M., & Apriliani, C. (2022). Analisis Kualitas Layanan Tokopedia Untuk Mengetahui Kepuasan Pelanggan Menggunakan Metode Service Quality Di Karawang. E-Bisnis : Jurnal Ilmiah Ekonomi Dan Bisnis, 15(2), 382–392. https://doi.org/10.51903/e-bisnis.v15i2.856
Puji, M., & Krismanti Tri Wahyuni. (2023). Analysis of the Effect of Technology on the Growth of the Information and Communication Sector in the Bali Province 2016-2021. Proceedings of The International Conference on Data Science and Official Statistics, 2023(1), 417–429. https://doi.org/10.34123/icdsos.v2023i1.291
Putri, P. M., & Marlien, R. . (2022). Pengaruh Digital Marketing terhadap Keputusan Pembelian Online. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 5(1), 25–36. https://doi.org/10.36778/jesya.v5i1.510
Rajput, S. (2024). E-Commerce The World of Online Shopping. Poonam Shodh Rachna, 3(4), 71–74. https://doi.org/10.56642/brdu.v03i04.014
Rakhmat Romadhan, M., Indriastuty, I., & Prihandoyo, C. (2019). E-Service Quality Kepuasan Konsumen Melalui E-Commerce Terhadap Loyalitas Konsumen. Jurnal GeoEkonomi, 10(2), 150–163. https://doi.org/10.36277/geoekonomi.v10i2.90
Sakinah, M., & Heruwasto, I. (2024). Pengaruh E-Commerce Marketing Stimuli terhadap Trust, Customer Satisfaction, dan Customer Loyalty. Jurnal Samudra Ekonomi Dan Bisnis, 15(2), 258–271. https://doi.org/10.33059/jseb.v15i2.8946
Santos, V., Augusto, T., Vieira, J., Bacalhau, L., Sousa, B. M., & Pontes, D. (2022). E-Commerce (pp. 224–244). https://doi.org/10.4018/978-1-6684-5523-4.ch012
Sharma, S. (2024). Marketing in the Digital Age - Adapting to Changing Consumer Behavior. International Journal of Management and Business Intelligence, 2(1), 1–14. https://doi.org/10.59890/ijmbi.v2i1.1330
Sholawatunnisa, D. P., Suadaa, L. H., Nugraha, U., & Pramana, S. (2024). Indonesian GDP movement detection using online news classification. Statistical Journal of the IAOS, 1–16. https://doi.org/10.3233/SJI-230038
Sidenko, V. (2020). The impact of e-commerce on the evolution of organizational forms of international economic activity. Ekonomìčna Teorìâ, 2020(3), 83–106. https://doi.org/10.15407/etet2020.03.083
Sundjaja, A. M., Tatuil, A. V., Scholus, D. V., & Restiani, Y. D. (2024). The Determinant Factors of Shopping Cart Abandonment Among E-commerce Customers in Indonesia. CommIT (Communication and Information Technology) Journal, 18(1), 29–38. https://doi.org/10.21512/commit.v18i1.9308
Tian, Y., & Stewart, C. (2006). History of E-Commerce. In Encyclopedia of E-Commerce, E-Government, and Mobile Commerce (pp. 559–564). IGI Global. https://doi.org/10.4018/978-1-59140-799-7.ch090
Virima, M., Sandada, M., Ndoro, T. T., & Chuchu, T. (2019). The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe. Journal of Business & Retail Management Research, 14(01). https://doi.org/10.24052/JBRMR/V14IS01/ART-09
Vivek, R., Nanthagopan, Y., & Piriyatharshan, S. (2023). Beyond methodology: Theoretical foundations of triangulation in qualitative and multi-method research: A literature review. Scientific Studios on Social and Political Psychology, 29(2), 53–62. https://doi.org/10.61727/sssppj/2.2023.53
Wisnel, W., Wirdianto, E., & Cantika, T. (2022). Analysis of the Effect of E-Service Quality on E-Commerce Customer Satisfaction and Loyalty. MOTIVECTION : Journal of Mechanical, Electrical and Industrial Engineering, 4(3), 209–222. https://doi.org/10.46574/motivection.v4i3.145
Wulandary, E., Mas’ud, M., Arifin, & Ashoer, M. (2023). Pengaruh Kualitas Layanan Era Digitalisasi Media Pemasaran Online E-Commerce dengan Menggunakan E-Service Quality Untuk Mengetahui Kepuasan Pelanggan. Center of Economic Students Journal, 6(1), 44–59. https://doi.org/10.56750/csej.v6i1.568
Yahya, S., & Sugiyanto, M.A. Ph.D, P. C. (2020). Indonesian Demand for Online Shopping: Revisited. Journal of Indonesian Economy and Business, 35(3), 188. https://doi.org/10.22146/jieb.55358
Yateno, Y., Fuadi, S., & Wardani, Y. S. (2023). Pengaruh Promosi, Harga Dan Kepercayaan Terhadap Kepuasan Konsumen Pada Toko Isna Collection Di Raman Utara. Jurnal Manajemen DIVERSIFIKASI, 3(2), 427–435. https://doi.org/10.24127/diversifikasi.v3i2.2404
Dr. Gita Rani Sahu. (2024). Understanding Contemporary Consumer Behaviour in the Digital Age. International Research Journal on Advanced Engineering and Management (IRJAEM), 2(03), 485–490. https://doi.org/10.47392/IRJAEM.2024.0068
Fitria Dwi Nuriyah, & Rendra Erdkhadifa. (2023). ANALISIS KORELASI KANONIK KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PADA MIE MIELIADER BANDUNG. Juremi: Jurnal Riset Ekonomi, 2(5), 595–604. https://doi.org/10.53625/juremi.v2i5.5178
Gupron, G. (2020). ANALISIS KEPUASAN KONSUMEN MELALUI E-SERVICE QUALITY TERHADAP KEPUTUSAN PEMBELIAN DARING DI APLIKASI BUKALAPAN.COM (Studi Pada Mahasiswa Universitas Batanghari Jambi). JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL, 1(1), 337–348. https://doi.org/10.38035/jmpis.v1i1.267
Harini, S., Pranitasari, D., Said, M., & Endri, E. (2023). Determinants of SME performance: Evidence from Indonesia. Problems and Perspectives in Management, 21(1), 471–481. https://doi.org/10.21511/ppm.21(1).2023.40
Hendriana, T. I., & Irawan, N. (2024). The influence of service quality on customer satisfaction. International Journal of Applied Finance and Business Studies, 11(4), 913–921. https://doi.org/10.35335/ijafibs.v11i4.261
Hidayat, S. N. (2020). Analisis Perbandingan Keberhasilan Dan Penerimaan LIMA E-Commerce Di Indonesia Menggunakan Model DeLone And McLean Yang Dikembangkan. In Paper Knowledge . Toward a Media History of Documents.
Kumala, S. L. (2022). Perkembangan Ekonomi Berbasis Digital Di Indonesia. Journal of Economics and Regional Science, 1(2), 109–117. https://doi.org/10.52421/jurnal-esensi.v1i2.190
Latif, A., Sukotjo, E., Manajemen, J., Ekonomi, F., Bisnis, D., Halu, U., Aidin, O., Awasinombu, H., & Oleo, U. H. (2023). PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING (STUDI PADA PELANGGAN E-COMMERCE SHOPEE.CO.ID YANG ADA DI KOTA KENDARI) (The Influence of E-service quality and E-trust on E-loyalty with E-satisf. 7(3), 523–536. https://doi.org/https://doi.org/10.33772/jumbo.v7i3.610
Lena Ellitan, & Ani Suhartatik. (2023). The Role of E-Trust and E-Service Quality in Building E-Loyalty and E-Satisfaction. J-CEKI : Jurnal Cendekia Ilmiah, 2(3), 303–311. https://doi.org/10.56799/jceki.v2i3.834
Lingga, R. I., & Syafitri, A. (2024). Dampak Digital Marketing terhadap Minat Beli Konsumen di Toko Karyatama Lubuklinggau. Jurnal Teknik Industri Terintegrasi, 7(1), 198–204. https://doi.org/10.31004/jutin.v7i1.23081
Mabrur, I., Saputra, M., & Syahputra, H. (2022). E-COMMERCE PENJUALAN KOPI GAYO (Studi Kasus : UMKM Ine Kopi di Kecamatan Bandar). Jurnal Teknik Informatika Dan Elektro, 4(1), 01–11. https://doi.org/10.55542/jurtie.v4i1.110
Maricic, B., Veljkovic, S., & Djordjevic, A. (2012). Customer satisfaction measurement. Marketing, 43(4), 235–244. https://doi.org/10.5937/markt1204235M
Mateo, S. (2020). A procedure for conduction of a successful literature review using the PRISMA method. Kinésithérapie, La Revue, 20(226), 29–37. https://doi.org/10.1016/j.kine.2020.05.019
Mian, F., Dandan, W., & Yongyan, D. (2024). Research on Service Quality Evaluation of Rural E-commerce Logistics Based on SPSS. 2024 IEEE 7th Advanced Information Technology, Electronic and Automation Control Conference (IAEAC), 160–165. https://doi.org/10.1109/IAEAC59436.2024.10504001
Nurjanah, S., & Mahendra, W. (2022). E-Service Quality pada Pelayanan Kependudukan Elektronik Alpukat Betawi Pemerintah Provinsi DKI Jakarta. Publisia: Jurnal Ilmu Administrasi Publik, 7(2), 174–187. https://doi.org/10.26905/pjiap.v7i2.7491
Palit, J., Satria, R. A., & Tantowi, A. A. (2024). E-Commerce Web Application Untuk Membantu Masyarakat. Jurnal Pengembangan Sistem Informasi Dan Informatika, 5(2), 20–30. https://doi.org/10.47747/jpsii.v5i2.1735
Parasuraman, A., & Berry, L. (1991). Parasuraman, A, Berry L, refinement and reassessment of the servqual scale.pdf. In Journal of Retailing.
Parvin, M. S., Hasan, M. S., & Rahman, P. D. M. (2022). Effect of temperature and BSFB population on the growth and yield of Brinjal. International Journal of Science and Management Studies (IJSMS), 342–350. https://doi.org/10.51386/25815946/ijsms-v5i4p135
Pradana, B. I., Parwati, K. Y., Ardian, F., & Li, N. R. (2024). VALIDATING DIMENSIONS OF MOBILE SERVICE QUALITY E-COMMERCE CONSUMER TO CONSUMER (C2C) IN INDONESIA FROM SELLER’S PERSPECTIVE. Jurnal Aplikasi Manajemen, 22(1). https://doi.org/10.21776/ub.jam.2024.022.01.01
Pranitasari, D., & Sidqi, A. N. (2021). Analisis Kepuasan Pelanggan Elektronik Shopee menggunakan Metode E-Service Quality dan Kartesius. Jurnal Akuntansi Dan Manajemen, 18(02), 12–31. https://doi.org/10.36406/jam.v18i02.438
Priatna, A., Yusuf, A. M., & Apriliani, C. (2022). Analisis Kualitas Layanan Tokopedia Untuk Mengetahui Kepuasan Pelanggan Menggunakan Metode Service Quality Di Karawang. E-Bisnis : Jurnal Ilmiah Ekonomi Dan Bisnis, 15(2), 382–392. https://doi.org/10.51903/e-bisnis.v15i2.856
Puji, M., & Krismanti Tri Wahyuni. (2023). Analysis of the Effect of Technology on the Growth of the Information and Communication Sector in the Bali Province 2016-2021. Proceedings of The International Conference on Data Science and Official Statistics, 2023(1), 417–429. https://doi.org/10.34123/icdsos.v2023i1.291
Putri, P. M., & Marlien, R. . (2022). Pengaruh Digital Marketing terhadap Keputusan Pembelian Online. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 5(1), 25–36. https://doi.org/10.36778/jesya.v5i1.510
Rajput, S. (2024). E-Commerce The World of Online Shopping. Poonam Shodh Rachna, 3(4), 71–74. https://doi.org/10.56642/brdu.v03i04.014
Rakhmat Romadhan, M., Indriastuty, I., & Prihandoyo, C. (2019). E-Service Quality Kepuasan Konsumen Melalui E-Commerce Terhadap Loyalitas Konsumen. Jurnal GeoEkonomi, 10(2), 150–163. https://doi.org/10.36277/geoekonomi.v10i2.90
Sakinah, M., & Heruwasto, I. (2024). Pengaruh E-Commerce Marketing Stimuli terhadap Trust, Customer Satisfaction, dan Customer Loyalty. Jurnal Samudra Ekonomi Dan Bisnis, 15(2), 258–271. https://doi.org/10.33059/jseb.v15i2.8946
Santos, V., Augusto, T., Vieira, J., Bacalhau, L., Sousa, B. M., & Pontes, D. (2022). E-Commerce (pp. 224–244). https://doi.org/10.4018/978-1-6684-5523-4.ch012
Sharma, S. (2024). Marketing in the Digital Age - Adapting to Changing Consumer Behavior. International Journal of Management and Business Intelligence, 2(1), 1–14. https://doi.org/10.59890/ijmbi.v2i1.1330
Sholawatunnisa, D. P., Suadaa, L. H., Nugraha, U., & Pramana, S. (2024). Indonesian GDP movement detection using online news classification. Statistical Journal of the IAOS, 1–16. https://doi.org/10.3233/SJI-230038
Sidenko, V. (2020). The impact of e-commerce on the evolution of organizational forms of international economic activity. Ekonomìčna Teorìâ, 2020(3), 83–106. https://doi.org/10.15407/etet2020.03.083
Sundjaja, A. M., Tatuil, A. V., Scholus, D. V., & Restiani, Y. D. (2024). The Determinant Factors of Shopping Cart Abandonment Among E-commerce Customers in Indonesia. CommIT (Communication and Information Technology) Journal, 18(1), 29–38. https://doi.org/10.21512/commit.v18i1.9308
Tian, Y., & Stewart, C. (2006). History of E-Commerce. In Encyclopedia of E-Commerce, E-Government, and Mobile Commerce (pp. 559–564). IGI Global. https://doi.org/10.4018/978-1-59140-799-7.ch090
Virima, M., Sandada, M., Ndoro, T. T., & Chuchu, T. (2019). The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe. Journal of Business & Retail Management Research, 14(01). https://doi.org/10.24052/JBRMR/V14IS01/ART-09
Vivek, R., Nanthagopan, Y., & Piriyatharshan, S. (2023). Beyond methodology: Theoretical foundations of triangulation in qualitative and multi-method research: A literature review. Scientific Studios on Social and Political Psychology, 29(2), 53–62. https://doi.org/10.61727/sssppj/2.2023.53
Wisnel, W., Wirdianto, E., & Cantika, T. (2022). Analysis of the Effect of E-Service Quality on E-Commerce Customer Satisfaction and Loyalty. MOTIVECTION : Journal of Mechanical, Electrical and Industrial Engineering, 4(3), 209–222. https://doi.org/10.46574/motivection.v4i3.145
Wulandary, E., Mas’ud, M., Arifin, & Ashoer, M. (2023). Pengaruh Kualitas Layanan Era Digitalisasi Media Pemasaran Online E-Commerce dengan Menggunakan E-Service Quality Untuk Mengetahui Kepuasan Pelanggan. Center of Economic Students Journal, 6(1), 44–59. https://doi.org/10.56750/csej.v6i1.568
Yahya, S., & Sugiyanto, M.A. Ph.D, P. C. (2020). Indonesian Demand for Online Shopping: Revisited. Journal of Indonesian Economy and Business, 35(3), 188. https://doi.org/10.22146/jieb.55358
Yateno, Y., Fuadi, S., & Wardani, Y. S. (2023). Pengaruh Promosi, Harga Dan Kepercayaan Terhadap Kepuasan Konsumen Pada Toko Isna Collection Di Raman Utara. Jurnal Manajemen DIVERSIFIKASI, 3(2), 427–435. https://doi.org/10.24127/diversifikasi.v3i2.2404
Published
2024-07-26
How to Cite
Wulan, I., Safuan, S., & Erwin, E. (2024). Tinjauan Pustaka Dampak Keandalan E-Servqual Terhadap Kepuasan Pelanggan Dalam E-Commerce. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 7(2), 1911-1925. https://doi.org/https://doi.org/10.36778/jesya.v7i2.1734
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
