Young Consumer's Perception on E-Service Quality of Online Shop: an Evidence from Bandung

摘要

Nowadays business runs not only by offline platform but also online. The online business growth facilitates by the rapid development of technology, especially internet. To enhance online consumer satisfaction, online businesses need to know the perceptions of consumers about the quality of its services as one of the basic considerations in decision making for their marketing policy. The limitation of this study was not discussed all platform of online business yet. This study applies mixed method to measure the perceptions of online consumers. Focus group discussion (FGD) conducted to learn the dimensions of e-service quality of young consumer in Bandung. Data collection was done through administered questionnaire which developed based on FGD findings and related literature. E-service quality on this study consists of four dimensions which were reliability, tangibles, security and customer service. The results of this study found that respondents mostly satisfied on several dimensions of e-service quality and appreciate online shop as a partial substitute of offline shop. Moreover, male respondents less access than female but spends more.