Determinants of Consumers' E-satisfaction in E-commerce Website: Role of E-service Quality Dimensions

Abstract

The rapid development of e-commerce over the past few years has attracted the attention of many parties, especially marketing experts. As a business entity oriented to customer satisfaction, there are still inconsistencies and various kinds of problems revealed in some previous studies so that further testing is needed. This study aims to analyze the effect of e-service quality on e-satisfaction by measuring consumer perceptions online. This research uses a quantitative approach, and the process of collecting primary data is done by distributing questionnaires online to e-commerce customers who have conducted transactions at least two times. The number of samples that met the criteria of 146 respondents based on purposive sampling technique. Data analysis techniques using simple linear regression. The results showed that e-service quality had a positive and significant effect on customer e-satisfaction. This finding provides practical and theoretical contributions to policymakers.