Validating Dimensions of Mobile Service Quality e-Commerce Consumer to Consumer (C2C) in Indonesia from Seller's Perspective
Abstract
Along with technological advancement, many sellers in Indonesia have shifted to use digital platform like e-commerce, which is creating potential ecosystem for various e-commerce applications to grow and face intense competition in facilitating direct transactions between consumers (C2C). This study aims to confirm the mobile service quality dimensions of e-commerce on mobile applications. The study adopts a quantitative approach with sellers who are use of popular C2C mobile applications in Indonesia, such as Tokopedia, Shopee, Bukalapak, and TikTok Shop as the population. Sample selection using purposive technique resulted in a sample size of 313 respondents. Testing was conducted using Confirmatory Factor Analysis (CFA) to determine the proposed dimensions of e-commerce mobile application service quality from previous research. The results of the study confirm six factors of mobile service quality in e-commerce applications: Application Design, Reliability, Responsiveness, Trust, Efficiency, and System Availability. Testing with the modified model provides higher fit criteria. ANOVA was used to compare components in each dimension. E-commerce service providers can use the result to improve service quality. These improvements involve refining the application interface, ensuring reliability, responsiveness, security, efficiency, and system availability, aiming to boost user satisfaction, foster continued app usage, and fortify the service provider's reputation.
Keywords
Full Text:
PDFReferences
Abebe, M. 2014. Electronic Commerce Adoption, Entrepreneurial Orientation and Small- and Medium-Sized Enterprise (SME) Performance. Journal of Small Business and Enterprise Development, pp. 100-116.
Alfi, L. and Moko, W. 2022. Pengaruh Mobile App Quality terhadap Willingness to Subscribe pada Layanan Video on Demand Aplikasi Netflix. JMPPK, pp. 1-12.
Alroustan, M. and Jones, E. 2016. Conceptual Model of Factors Affecting E-Commerce Adoption by SME Owner/Managers in Jordan. Int. J. Business Information Systems, pp. 269-308.
Bentler, P. and Bonnet, D. 1980. Significance Test and Goodness of Fit in the Analysis of Covariance Structures. Psychological Bulletin, 88(3), pp. 588-606.
Bertram, D. 2006. Likert Scales are the Meaning of Life. CPSC, 681, pp. 1-11.
Byrne, B. M. 2010. Structural Equation Modeling with AMOS Basic Concepts, Applications, and Programming. 2 ed. New York: Taylor and Francis Group, LLC.
Chaffey, D. 2009. E-Business and E-Commerce Management: Strategy, Implementation and Practice. England: Pearson Education Limited.
Crosby, P. B. 1980. Quality is Free: The Art of Making Quality Certain. Paperback.
Desmal, A. J., Othman, M. K., Hamid, S., and Zolait, A. 2019. Proposing a Service Quality Framework for Mobile Commerce. Emerging Technologies in Computing, pp. 203-212.
Dewi, I. R. 2023. Dua Raja Ecommerce RI Bersaing Ketat Dikejar TikTok. Jakarta: CNBC Indonesia.
Dihni, V. A. 2022. Situs E-Commerce dengan Jumlah Pengunjung Terbanyak di Indonesia 2021. Databoks.
Feigenbaum, A. V. 1991. Total Quality Control. McGraw-Hill Companies.
Firmansyah, N. and Ali, H. 2019. Consumer Trust Model: The Impact of Satisfaction and E-Service Quality toward Repurchase Intention in E-Commerce. Saudi Journal of Humanities and Social Sciences, pp. 552-559.
Ghozali, I. 2017. Model Persamaan Struktural Konsep dan Aplikasi dengan Program Amos 24. 7 ed. Semarang: Badan Penerbit Universitas Diponegoro.
Hadiwijaya, H., Rini, E. S., Ginting, P., and Sembiring, B. K. F. 2017. Impact of E-commerce Service Quality, Recovery Service Quality, and Satisfaction in Indonesia. Conference on Sustainable Information Engineering and Technology (SIET), pp. 35–40.
Hair, J., Black, W. C., Babin, B. J., and Anderson, R. 2010. Multivariate Data Analysis. 7 ed. New Jersey: Pearson Educational International.
Hu, L.-T. and Bentler, P. 1999. Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives. Structural Equation Modeling, 6(1), pp. 1-55.
Juran, J. M. and Godfrey, A. B. 2000. Juran's Quality Handbook. McGraw-Hill Professional.
Kline, R. 2005. Principles and Practice of Structural Equation Modeling. New York: The Guilford Press.
Lee, S., Ryu, M. H., Lee, S. Y., and Kwak, D. H. 2018. Where Do You Sell Your Products Online? A Seller Perspective on Online Shopping Platforms.
MacGregor, R. C. and Kartiwi, M. 2010. Perception of Barriers to E-Commerce Adoption in SMEs in a Developed and Developing Country: A Comparison between Australia and Indonesia. Journal of Electronic Commerce in Organizations, pp. 61-82.
Naurah, N. 2023. 5 Website E-commerce Terpopuler di Indonesia 2022. GoodStats.
Octaviani, L. and Sudrajat, A. 2016. Fenomena Perilaku Belanja Online sebagai Alternatif Pilihan Konsumsi di Kalangan Mahasiswa. Paradigma, pp. 1-6.
Parasuraman, A., Zeithaml, V., and Berry, L. 1988. SERQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. J. Retail.
Parasuraman, A., Zeithaml, V., and Malhotra, A. 2005. E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, pp. 213–233.
Roy. 2021. Cek Jawara e-Commerce RI, Bukalapak and Lazada Nomor Berapa. Jakarta: CNBC Indonesia.
Rust, R. and Oliver, R. 1994. Service Quality: Insights and Managerial Implication from the Frontier. Service Quality: New Directions in Theory and Practice, pp. 1-19.
Ryu, E. 2011. Effects of Skewness and Kurtosis on Normal-Theory Based Maximum Likelihood Test Statistic in Multilevel Structural Equation Modeling. Behav Res, Volume 43, pp. 1066–1074.
Safieddine, F. 2017. M-Commerce. In: Innovations in E-Systems for Business and Commerce.
Santos, J. 2003. E-Service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality: An International Journal, pp. 233–246.
Schwob, A., de Kervenoael, R., Kirova, V., and Vo-Thanh, T. 2023. Casual Selling Practice: A Qualitative Study of Non-Professional Sellers' Involvement on C2C Social Commerce Platforms. Information Technology and People, 36(2), pp. 940-965.
Sekaran, U. and Bougie, R. 2016. Research Methods for Business. West Sussex: John Wiley and Sons Ltd.
Sotomayor, S. C., Cornejo, N. G., and Zubiria, M. L. L. 2022. C2C e-Marketplaces and How Their Micro-Segmentation Strategies Influence Their Customers. Data Descriptor, Volume 8, pp. 1-11.
Stamenkov, G. and Dika, Z. 2015. A Sustainable E-Service Quality Model. Managing Service Quality, 25(4).
Sukkar, A. A. and Hasan, H. 2005. Toward a Model for the Acceptance of Internet Banking in Developing Countries. Information Technology for Development, pp. 381-398.
Young, A. A. and Bryan, J. A. 2018. The School Counselor Leadership Survey: Confirmatory Factor Analysis and Validation. Measurement and Evaluation in Counseling and Development, Volume 0, pp. 1-15.
Yrjölä, M. and Saarijärvi, H. 2019. The Seller's Experience in Consumer-to-Consumer E-Commerce. In Advances in National Brand and Private Label Marketing: Sixth International Conference, 2019, pp. 145-153. Springer International Publishing.
DOI: http://dx.doi.org/10.21776/ub.jam.2024.022.01.01
Refbacks
- There are currently no refbacks.