(IEEE 2020) Investigating the Impact of System and Service Qualities on Customer Loyalty in Acceptance of E-Marketplace

Harnadi, Bernardinus (IEEE 2020) Investigating the Impact of System and Service Qualities on Customer Loyalty in Acceptance of E-Marketplace. 2020 Fifth International Conference on Informatics and Computing (ICIC). ISSN 978-1-7281-8047-2

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Abstract

This paper aims to investigate the influence of System and Service Quality on Customer Loyalty in their acceptance of e-marketplaces. The e-marketplaces are Tokopedia, Bukalapak, Lazada, Shopee, and others. Several variables from previous related studies on expectation-confirmation model (ECM) and TAM are employed on a proposed model to explore the customers' satisfaction and their impact on the acceptance of the e-marketplace. The model expresses the effect of System Quality, Service Quality on Confirmation and Satisfaction; Confirmation on Perceived Usefulness and Perceived Ease of Use; Perceived ease of use on Perceived Usefulness; Perceived Usefulness, and Confirmation on Satisfaction; and Perceived Usefulness and Satisfaction on Continuance Intension to use. The model was examined using 210 respondent data and Correlation Analysis was done after the validity and reliability check to reveal the correlation of variables. The analysis of the causal effects of variables is tested using Structural Equation Modelling (SEM) using Partial Least Square (PLS). The result reveals that the Satisfaction of customer of e-marketplace platforms was more affected by System Quality, Service Quality, and Confirmation than Perceived Usefulness. Whereas, the continued intention to use e-marketplace platform was determined by Perceived Usefulness and Satisfaction. The results have a contribution to e-marketplace players and developers who have a concern on customer loyalty to attract their continued intention in using the platform.

Item Type:	Article
Subjects:	000 Computer Science, Information and General Works > 005 Computer programming, programs & data > Information Systems
Depositing User:	Mr Bernardinus Harnadi
Date Deposited:	27 May 2024 06:37
Last Modified:	31 May 2024 00:42
URI:	http://repository.unika.ac.id/id/eprint/35589

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