E-SERVICE QUALITY AND E–RECOVERY SERVICE QUALITY ON E–SATISFACTION LAZADA.COM

Authors

  • Riski Taufik Hidayah Widyatama University
  • Eristy Minda Utami Widyatama University

DOI:

https://doi.org/10.21009/JRMSI.008.2.05

Keywords:

E – Service Quality, E – Recovery Service Quality, E – Satisfaction, Online Marketplace, Lazada Indonesia

Abstract

The purpose of thus research is to find the impact of e-service quality and e – recovery service quality toward e-satisfaction of consumer at online marketplace Lazada. This research is triggered by the decreasing percentage of Top Brand Award on every category Lazada is in. Even though Lazada as an online service provider has done several effort to improve their service quality and respon to each complain in a well manner. The methods used in this research is descriptive and verificative. The population in this research are Lazada consumer whom conducted a complaint after they buy a product from Lazada. The sampling technique in this research is a purposive sampling, with the number of sample is 200 people. To analise the data the author used Path Analysis to understand the correlation wether it is simultaneous or partial.

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Published

2017-09-28

How to Cite

Hidayah, R. T., & Utami, E. M. (2017). E-SERVICE QUALITY AND E–RECOVERY SERVICE QUALITY ON E–SATISFACTION LAZADA.COM. JRMSI - Jurnal Riset Manajemen Sains Indonesia, 8(2), 258–274. https://doi.org/10.21009/JRMSI.008.2.05

Issue

Vol. 8 No. 2 (2017): Jurnal Riset Manajemen Sains Indonesia

Section

Articles

License

 Creative Commons License
Articles in Jurnal Riset Manajemen Sains Indonesia are Open Access articles published under the Creative Commons CC BY-NC-SA License.  This license permits use, distribution and reproduction in any medium for non-commercial purposes only, provided the original work and source is properly cited. Any derivative of the original must be distributed under the same license as the original.