THE INFLUENCE OF SERVICE QUALITY TOWARDS SUPPLIER SATISFACTION IN ONLINE FURNITURE MARKETPLACE (A CASE STUDY AT DEKORUMA.COM)

Abstract

Online marketplace has been growing rapidly in the last decade and affect many business sector. There are many online marketplace in various sector, but only a few that sell home and living product. In online marketplace, not only customer supplier position also has important role to build online marketplace as the product seller. The online marketplace need long-relationship in build their business and improve supplier performance. The purpose of this research is to see through service quality that would affect the supplier satisfaction in online marketplace. The theoretical framework focused on the Tangible (X1), Reliability (X2), Responsiveness (X3), Empathy (X4), and Assurance (X5) as independent variables and Supplier Satisfaction (Y) as the dependent variable. This research used quantitative approach using primary data. The study have found that among 5 variables, only Assurance that has significance influence towards supplier satisfaction while Tangible, Reliability, Responsiveness and Empathy don’t have significant influence towards Supplier Satisfaction. Thus, in future Dekoruma.com can be focus in build that four aspects with their supplier.