Pengaruh User experience Terhadap Customer Satisfaction dengan E-service quality Sebagai Mediator pada Blibli: A Conceptual Paper
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May 20, 2024
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The rapid development of the internet in Indonesia is driving the growth of e-commerce. Blibli, one of the leading e-commerce platforms, has experienced fluctuations in the number of visits in recent years. This study aims to investigate the relationship between User experience (UX), Customer Satisfaction (CS), and E-service quality (ESQ) among Blibli consumers in Indonesia. This study uses a correlational approach used to analyze data collected from all consumers who have made at least one Blibli purchase in Indonesia. The research sample was selected using the purposive sampling method, which involves incorporating certain criteria into the sampling process. The Partial Least Square (PLS) approach to Structural Equation Modeling (SEM) was used to analyze the data.
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Gusfi, D. A., Widodo, A., Dewi, C. K., Rubiyanti, N., & Silvianita, A. (2024). Pengaruh User experience Terhadap Customer Satisfaction dengan E-service quality Sebagai Mediator pada Blibli: A Conceptual Paper. Jurnal Indonesia : Manajemen Informatika Dan Komunikasi, 5(2), 2011-2023. https://doi.org/10.35870/jimik.v5i2.843
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References
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Ashiq, R., & Hussain, A. (2023). Exploring the effects of e-service quality and e-trust on consumers'e-satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics.
Astuti, M., & Yulastri, A. (2023). Literature Review: The Influence of Demographics, User Experience and E-Commerce Platforms In The Digital Business World. Indonesian Journal of Computer Science, 12(5). DOI: https://doi.org/10.33022/ijcs.v12i5.3444.
Bollenbach, J., Halbrügge, S., Wederhake, L., Weibelzahl, M., & Wolf, L. (2024). Customer satisfaction at large charging parks: Expectation-disconfirmation theory for fast charging. Applied Energy, 365, 122735.
Badran, O., & Al-Haddad, S. (2018). The impact of software user experience on customer satisfaction. Journal of Management Information and Decision Sciences, 21(1), 1-20.
Bhat, S. A., & Darzi, M. A. (2020). Online service quality determinants and e-trust in internet shopping: A psychometric approach. Vikalpa, 45(4), 207-222. DOI: https://doi.org/10.1177/02560909211012806.
Callista Chiara, C. C., Ni Ketut Wiwiek Agustina, N. K. W. A., & Putu Gde Arie Yudhistira, P. G. A. Y. (2022). Comparison of User Experience between Goal-directed and Experiential Users on Customer Satisfaction in Tourism Marketplace. Jurnal Sistem Informasi (Journal of Information System), 18(2), 68-81.
Carraher-Wolverton, C. (2022). The co-evolution of remote work and expectations in a COVID-19 world utilizing an expectation disconfirmation theory lens. Journal of Systems and Information Technology, 24(1), 55-69.
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Mamakou, X. J., Zaharias, P., & Milesi, M. (2024). Measuring customer satisfaction in electronic commerce: The impact of e-service quality and user experience. International Journal of Quality & Reliability Management, 41(3), 915-943.
Mediti, O. C. M. S. P. (2020). Analisis Pengaruh Harga dan Kualitas Layanan Elektronik terhadap Kepuasan Konsumen pada Pengguna Aplikasi Shopee. Jurnal Ilmu Manajemen, 8(4), 1290-1300. DOI: https://doi.org/10.26740/jim.v8n4.p1290-1300.
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. U. A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184-2206.
Mofokeng, T. E. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience. Cogent Business & Management, 8(1), 1968206. DOI: https://doi.org/10.1080/23311975.2021.1968206.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
Pushparaja, V., Yusoff, R. C. M., Maarop, N., Shariff, S. A., & Zainuddin, N. M. (2021). User experience factors that influence users’ satisfaction of using digital library. Open International Journal of Informatics, 9(Special Issue 1), 28-36. DOI: https://doi.org/10.11113/oiji2021.9nSpecial%20Issue%201.165.
Ratri, S. K., Hanggara, B. T., & Mursityo, Y. T. (2022). Analisis Pengalaman Pengguna (User Experience) pada Website E-commerce di Indonesia menggunakan Metode Scenario Testing dan SUPR-Q (Studi Kasus: Tokopedia dan Bukalapak). Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 6(6), 2573-2583.
Rebekah, B. & Sharyn, R. (2004). Customer satisfaction should not be only goal. Journal of Services Marketing, 18(7), 514-523.
Rinjani, D. (2019). Pengaruh E-Service Quality Terhadap Kepuasan Pelanggan (Studi pada Pengguna PT. Kereta Api Indonesia (Persero) Medan-Tanjung Balai) (Doctoral dissertation, Universitas Sumatera Utara).
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10).
Sasongko, S. R. (2021). Faktor-faktor kepuasan pelanggan dan loyalitas pelanggan (literature review manajemen pemasaran). Jurnal ilmu manajemen terapan, 3(1), 104-114. DOI: https://doi.org/10.31933/jimt.v3i1.707.
Sjahroeddin, F. (2018, October). The role of ES-Qual and food quality on customer satisfaction in online food delivery service. In Prosiding Industrial Research Workshop and National Seminar (Vol. 9, pp. 551-558).
Shankar, A., & Datta, B. (2020). Measuring e-service quality: a review of literature. International Journal of Services Technology and Management, 26(1), 77-100. DOI: https://doi.org/10.1504/IJSTM.2020.105398.
Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal, (ahead-of-print).
Yang, B., Liu, Y., Liang, Y., & Tang, M. (2019). Exploiting user experience from online customer reviews for product design. International Journal of Information Management, 46, 173-186.
Zhai, X. (2022). ChatGPT user experience: Implications for education. Available at SSRN 4312418.
Zhou, R., Wang, X., Shi, Y., Zhang, R., Zhang, L., & Guo, H. (2019). Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting. Electronic Commerce Research, 19, 477-499.
Hague, P & Hague, N. (2016). Customer Satisfaction Survey: The customer experience through the customer’s eyes. London: Cogent Publication
Hana, K. F. (2019). Minat beli online generasi milenial: pengaruh kepercayaan dan kualitas layanan. Jurnal Bisnis Dan Manajemen Islam, 7(2), 206.
Hardhika, R. E. B. (2021). Pengalaman Pengguna Paylater Mahasiswa di Surabaya. The Commercium, 4(02), 19–32.
Henim, S. R., & Sari, R. P. (2020). Evaluasi User Experience Sistem Informasi Akademik Mahasiswa pada Perguruan Tinggi Menggunakan User Experience Questionnaire. Jurnal Komputer Terapan, 6(1), 69–78.
Hien, N. N., Long, N. T., Liem, V. T., & Luu, D. X. (2024). Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory. SAGE Open, 14(2), 21582440241248334.
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Ahmed, R. R., Romeika, G., Kauliene, R., Streimikis, J., & Dapkus, R. (2020). ES-QUAL model and customer satisfaction in online banking: Evidence from multivariate analysis techniques. Oeconomia Copernicana, 11(1), 59-93.
Ashiq, R., & Hussain, A. (2023). Exploring the effects of e-service quality and e-trust on consumers'e-satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics.
Astuti, M., & Yulastri, A. (2023). Literature Review: The Influence of Demographics, User Experience and E-Commerce Platforms In The Digital Business World. Indonesian Journal of Computer Science, 12(5). DOI: https://doi.org/10.33022/ijcs.v12i5.3444.
Bollenbach, J., Halbrügge, S., Wederhake, L., Weibelzahl, M., & Wolf, L. (2024). Customer satisfaction at large charging parks: Expectation-disconfirmation theory for fast charging. Applied Energy, 365, 122735.
Badran, O., & Al-Haddad, S. (2018). The impact of software user experience on customer satisfaction. Journal of Management Information and Decision Sciences, 21(1), 1-20.
Bhat, S. A., & Darzi, M. A. (2020). Online service quality determinants and e-trust in internet shopping: A psychometric approach. Vikalpa, 45(4), 207-222. DOI: https://doi.org/10.1177/02560909211012806.
Callista Chiara, C. C., Ni Ketut Wiwiek Agustina, N. K. W. A., & Putu Gde Arie Yudhistira, P. G. A. Y. (2022). Comparison of User Experience between Goal-directed and Experiential Users on Customer Satisfaction in Tourism Marketplace. Jurnal Sistem Informasi (Journal of Information System), 18(2), 68-81.
Carraher-Wolverton, C. (2022). The co-evolution of remote work and expectations in a COVID-19 world utilizing an expectation disconfirmation theory lens. Journal of Systems and Information Technology, 24(1), 55-69.
Dalbehera, S. (2020). Measuring service quality in digital library services by the research scholars of SOA University of Odisha using ES-QUAL model. In International Perspectives on Improving Student Engagement: Advances in Library Practices in Higher Education (Vol. 26, pp. 111-126). Emerald Publishing Limited.
Dhingra, S., Gupta, S., & Bhatt, R. (2020). A study of relationship among service quality of E-commerce websites, customer satisfaction, and purchase intention. International Journal of E-Business Research (IJEBR), 16(3), 42-59.
Fared, M. A., Darmawan, D., & Khairi, M. (2021). Contribution of E-Service Quality to Repurchase Intention with Mediation of Customer Satisfaction: Study of Online Shopping Through Marketplace. Journal of Marketing and Business Research (MARK), 1(2), 93-106. DOI: https://doi.org/10.56348/mark.v1i2.37.
Følstad, A., & Skjuve, M. (2019, August). Chatbots for customer service: user experience and motivation. In Proceedings of the 1st international conference on conversational user interfaces (pp. 1-9).
Francey, A. (2023, August). Drivers of Dissatisfaction with an Open Government Data Portal: A Critical Incident Technique Approach. In International Conference on Electronic Government (pp. 279-294). Cham: Springer Nature Switzerland.
Ginting, Y., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329-340. DOI: https://doi.org/10.5267/j.ijdns.2022.10.001.
Hill, N., Roche, G. & Allen, R. (2007). Customer Satisfaction: The customer experience through the customer’s eyes. London: Cogent Publishing Ltd.
Indriastuti, H., Putri, A. N. O. D., Robiansyah, R., & Anwar, H. (2022). The Effect of E-Service Quality and E-Trust on Customer Loyalty and Mediating Customer Satisfaction of Internet Banking Users. Jurnal Manajemen dan Kewirausahaan, 10(1), 24-34.
Lukita, K. A., Galinium, M., & Purnama, J. (2018, March). User experience analysis of an e-commerce website using user experience questionnaire (UEQ) framework. In Prosiding Seminar Nasional Pakar (pp. 347-355).
Mamakou, X. J., Zaharias, P., & Milesi, M. (2024). Measuring customer satisfaction in electronic commerce: The impact of e-service quality and user experience. International Journal of Quality & Reliability Management, 41(3), 915-943.
Mediti, O. C. M. S. P. (2020). Analisis Pengaruh Harga dan Kualitas Layanan Elektronik terhadap Kepuasan Konsumen pada Pengguna Aplikasi Shopee. Jurnal Ilmu Manajemen, 8(4), 1290-1300. DOI: https://doi.org/10.26740/jim.v8n4.p1290-1300.
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. U. A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184-2206.
Mofokeng, T. E. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience. Cogent Business & Management, 8(1), 1968206. DOI: https://doi.org/10.1080/23311975.2021.1968206.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
Pushparaja, V., Yusoff, R. C. M., Maarop, N., Shariff, S. A., & Zainuddin, N. M. (2021). User experience factors that influence users’ satisfaction of using digital library. Open International Journal of Informatics, 9(Special Issue 1), 28-36. DOI: https://doi.org/10.11113/oiji2021.9nSpecial%20Issue%201.165.
Ratri, S. K., Hanggara, B. T., & Mursityo, Y. T. (2022). Analisis Pengalaman Pengguna (User Experience) pada Website E-commerce di Indonesia menggunakan Metode Scenario Testing dan SUPR-Q (Studi Kasus: Tokopedia dan Bukalapak). Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 6(6), 2573-2583.
Rebekah, B. & Sharyn, R. (2004). Customer satisfaction should not be only goal. Journal of Services Marketing, 18(7), 514-523.
Rinjani, D. (2019). Pengaruh E-Service Quality Terhadap Kepuasan Pelanggan (Studi pada Pengguna PT. Kereta Api Indonesia (Persero) Medan-Tanjung Balai) (Doctoral dissertation, Universitas Sumatera Utara).
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10).
Sasongko, S. R. (2021). Faktor-faktor kepuasan pelanggan dan loyalitas pelanggan (literature review manajemen pemasaran). Jurnal ilmu manajemen terapan, 3(1), 104-114. DOI: https://doi.org/10.31933/jimt.v3i1.707.
Sjahroeddin, F. (2018, October). The role of ES-Qual and food quality on customer satisfaction in online food delivery service. In Prosiding Industrial Research Workshop and National Seminar (Vol. 9, pp. 551-558).
Shankar, A., & Datta, B. (2020). Measuring e-service quality: a review of literature. International Journal of Services Technology and Management, 26(1), 77-100. DOI: https://doi.org/10.1504/IJSTM.2020.105398.
Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal, (ahead-of-print).
Yang, B., Liu, Y., Liang, Y., & Tang, M. (2019). Exploiting user experience from online customer reviews for product design. International Journal of Information Management, 46, 173-186.
Zhai, X. (2022). ChatGPT user experience: Implications for education. Available at SSRN 4312418.
Zhou, R., Wang, X., Shi, Y., Zhang, R., Zhang, L., & Guo, H. (2019). Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting. Electronic Commerce Research, 19, 477-499.
Hague, P & Hague, N. (2016). Customer Satisfaction Survey: The customer experience through the customer’s eyes. London: Cogent Publication
Hana, K. F. (2019). Minat beli online generasi milenial: pengaruh kepercayaan dan kualitas layanan. Jurnal Bisnis Dan Manajemen Islam, 7(2), 206.
Hardhika, R. E. B. (2021). Pengalaman Pengguna Paylater Mahasiswa di Surabaya. The Commercium, 4(02), 19–32.
Henim, S. R., & Sari, R. P. (2020). Evaluasi User Experience Sistem Informasi Akademik Mahasiswa pada Perguruan Tinggi Menggunakan User Experience Questionnaire. Jurnal Komputer Terapan, 6(1), 69–78.
Hien, N. N., Long, N. T., Liem, V. T., & Luu, D. X. (2024). Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory. SAGE Open, 14(2), 21582440241248334.
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022). From service quality to e-service quality: Measurement, dimensions and model. ArXiv Preprint ArXiv:2205.00055.
Jain, V., Malviya, B., & Arya, S. (2021). An overview of electronic commerce (e-Commerce). Journal of Contemporary Issues in Business and Government, 27(3), 665–670.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A., & others. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486.
Komala, R., & Selvi, E. (2021). Pengaruh kualitas layanan dan kepercayaan terhadap kepuasan pelanggan jasa transportasi online. Jurnal Manajemen, 13(3), 483–491.
Kwilinski, A., Volynets, R., Berdnik, I., Holovko, M., & Berzin, P. (2019). E-Commerce: Concept and legal regulation in modern economic conditions. J. Legal Ethical \& Regul. Isses, 22, 1.
Lee, C. P., Hung, M. J., & Chen, D. Y. (2022). Factors affecting citizen satisfaction: examining from the perspective of the expectancy disconfirmation theory and individual differences. Asian Journal of Political Science, 30(1), 35-60.
Media Konsumen. (2023). Kecewa dengan Pelayanan Blibli. Mediakonsumen.Com. https://mediakonsumen.com/2021/06/18/surat-pembaca/kecewa-dengan-pelayanan-blibli#google_vignette
Pradnyaswari, N. P. I., & Aksari, N. M. A. (2020). e-Satisfaction dan e-trust berperan dalam memediasi pengaruh e-service quality terhadap e-loyalty pada situs e-commerce blibli. com. Udayana University.
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