Evaluasi Kepuasan E-commerce Supply Chain Management dari sisi Kepercayaan dan Kualitas Layanan Konsumen

Eka Sudarusman, Sri Lani, RR. Rani Kusumo Wardhani

Abstract


Supply Chain Management (SCM) involves various parties, either directly or indirectly, to fulfill customer demands. Manufacturers and suppliers are part of the supply chain, including shipping, warehousing, retailers, as well as the customers themselves. In any organization, the supply chain consists of all the functions involved in receiving and fulfilling customer demands. The main concern of SCM is to provide customers with the right product, at the right cost, at the right time, with the right quality and in the right quantity. This study aims to evaluate the satisfaction of SCM e-commerce in terms of trust and customer service quality. The results show that trust and service quality have a significant positive effect on e-commerce SCM. Service quality partially mediates trust in customer satisfaction.


Keywords


SCM; trust; service quality; satisfaction

References


Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 9(2), 92. https://doi.org/10.5539/ijms.v9n2p92

Anderson, R. E. and S. (2015). The Influence of E-Service Quality on Customer Perceived Value : A Study on Domestics Tourists in. Science and Research (IJSR), 4(1), 1265–1277.

Firmansyah, N., & Ali, H. (2019). Consumer Trust Model : The Impact of Satisfaction and E-Service Quality toward Repurchase Intention in E-Commerce. Saudi Journal of Humanities and Social Sciences, 6256, 552–559. https://doi.org/10.21276/sjhss.2019.4.8.4

Ghaderi, Z., Hatamifar, P., & Khalilzadeh, J. (2018). Analysis of tourist satisfaction in tourism supply chain management. Anatolia, 2917, 1–12. https://doi.org/10.1080/13032917.2018.1439074

Giao, H. N. K., Vuong, B. N., & Quan, T. N. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351–370. https://doi.org/10.5267/j.uscm.2019.11.004

Https://databoks.katadata.co.id/datapublish/2021/01/29/. (2021). Nilai Transaksi E-Commerce 2020. Databoks, 2021. katadata.co.id

Jr, J. F. H., Black, W. C., Babin, B. J., Anderson, R. E., Black, W. C., & Anderson, R. E. (2018). Multivariate Data Analysis. https://doi.org/10.1002/9781119409137.ch4

Kaya, B., Behravesh, E., Abubakar, A. M., Kaya, O. S., & Orús, C. (2019). The Moderating Role of Website Familiarity in the Relationships Between e-Service Quality, e-Satisfaction and e-Loyalty. Journal of Internet Commerce, 18(4), 369–394. https://doi.org/10.1080/15332861.2019.1668658

Keller, K. P. dan K. L. (2016). Kotler, Philip dan Kevin Lane Keller, 2016, Marketing Management , Global Edition, United States of America: Pearson Education Limited. 2016.

Kotler Philip and Amstrong, G. (2012). Principles of Marketing.,14th Edition, Pearson Prentice Hall. 19, 118. https://doi.org/10.2307/2548367

Mardani, A., Kannan, D., Hooker, R. E., Ozkul, S., Alrasheedi, M., & Tirkolaee, E. B. (2020). Evaluation of green and sustainable supply chain management using structural equation modelling: A systematic review of the state of the art literature and recommendations for future research. Journal of Cleaner Production, 249, 119383. https://doi.org/10.1016/j.jclepro.2019.119383

Meindl, S. C. • P. (2016). Supply Chain Management Strategy, Planning, and Operation. In 2degrees sustainability Essentials.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156

Pradana, M. (2015). Pemasaran Digital : Adopsi Media Sosial Pada Ukm. Klasifikasi Bisnis E-Commerce Di Indonesia, 27(1), 174.

Shafiee, M. M., & Bazargan, N. A. (2018). Behavioral customer loyalty in online shopping: The role of e-service quality and e-recovery. Journal of Theoretical and Applied Electronic Commerce Research, 13(1), 26–38. https://doi.org/10.4067/S0718-18762018000100103

Susanty, A., Sirait, N. M., & Bakhtiar, A. (2018). The relationship between information sharing, informal contracts and trust on performance of supply chain management in the SMEs of batik. Measuring Business Excellence, 22(3), 292–314. https://doi.org/10.1108/MBE-05-2017-0019

Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757-899X/131/1/012012

Tjiptono, C. (2019). Service, Quality & Customer Satisfaction , Edisi 5, Yogyakarta: Penerbit ANDI. 2019.

Tran, V. D., & Vu, Q. H. (2019). Inspecting the relationship among e-service quality, e-trust, e-customer satisfaction and behavioral intentions of online shopping customers. Global Business and Finance Review, 24(3), 29–42. https://doi.org/10.17549/gbfr.2019.24.3.29

W. Glaudensius, & Sudarusman, E. (2021). Pengaruh Kualitas Layanan Elektronik (e-servqual) terhadap Kepuasan Konsumen pada marketplace shopee di sleman DIY. Jurnal Optimal, 18 no 1, 41–46. https://jurnal.stieieu.ac.id/index.php/opt/article/view/193

Winastuti, E. D. (2016). Pengaruh E-Service Quality Terhadap Kepuasan Pengguna OLX Mobile Di Yogyakarta, Skripsi, Prodi S1 Manajemen, Sekolah Tinggi Ilmu Manajemen YKPN Yogyakarta. 2016.




DOI: http://dx.doi.org/10.35917/tb.v22i2.251

Refbacks

  • There are currently no refbacks.




Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License. ISSN 1411-6375. joomla visitors View My Stats