ANALYSIS OF THE RELATIONSHIP BETWEEN E-SERVICE QUALITY, CUSTOMER SATISFACTION, AND CONSUMER BEHAVIORAL INTENTIONS: A CASE STUDY OF ONLINE-BASED AGRIBUSINESS COMPANIES IN MALANG CITY

Abstract

The trend of internet uses in daily activities causes changes in the way business and society work. Business owners are now competing to offer better products and switch to online transactions. This intense competition causes marketers to find ways to be able to compete. In terms of e-commerce, the quality of service is the main factor of a successful e-business. The purpose of this study is to analyze the relationship between e-service quality, customer satisfaction, and consumer behavioral intentions. The data was obtained from 41 online shop consumers through an online survey using structural equation modeling (SEM). The results showed that positive evaluation of e-service quality will positively impact customer satisfaction and behavioral intention. Customer satisfaction also has a positive impact on consumer behavioral intention. This study suggests that practitioners use the model to allocate resources to essential quality attributes, or those that are low-performance, which is needed to improve customer satisfaction and positive consumer behavioral intentions.

Keywords

• E-service quality
• e-satisfaction
• behavioral intention
• online shop