Jurnal Aplikasi Manajemen (Mar 2024)

Validating Dimensions of Mobile Service Quality e-Commerce Consumer to Consumer (C2C) in Indonesia from Seller's Perspective

  • Bayu Ilham Pradana,
  • Kardina Yudha Parwati,
  • Faril Ardian,
  • Nancy Runnan Li

DOI
https://doi.org/10.21776/ub.jam.2024.022.01.01
Journal volume & issue
Vol. 22, no. 1
pp. 1 – 15

Abstract

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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.

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