THE INFLUENCE OF ELECTRONIC SERVICE QUALITY TOWARDS PERCEIVED VALUE ON ONLINE SHOPPING: (A CASE STUDY OF PT. XYZ INDONESIA)

Abstract

Following the rapid growth of the global telecommunication, Internet has becomes an important channel for selling goods and services. Daily deals e-commerce has been popular since the birth of XYZ and Groupon. Companies like XYZ distribute their product and services entirely through website channels. If these channels are to be usable, they have to be considered by consumers as effective and efficient. The purpose of this research is to analyze the influence of electronic service quality towards perceived value. Variables used in this research are based on E-S-Qual theory, which are: Efficiency, System Availability, Fulfillment, and Privacy. In this study, data were collected through questionnaires to 130 respondents using non probability incidental sampling method to determine the response of respondents of each variable. The research indicates that E-S-Qual has simultaneous significant influence towards perceived value. Nevertheless, only two out of four variables, System Availability and Privacy; which has partial significant influence towards Perceived Value.