Authors:

Miftahul Jannah, Sahid Susilo Nugroho, Indriyo Gitosudarmo

Abstract:

“Abstract: The Role of Product Involvement in Moderating the Relationship Between OnlineService Quality and Online Satisfaction. The moderating effect of product involvement on therelationship between e-service quality and e-satisfaction. This study is aimed to examine the effectof five dimensions of e-service quality: (1) website design, (2) reliability, (3) customer service,(4) security/privacy, and (5) after sales service, on e-satisfaction and e-loyalty. The study alsoanalyzed the moderating effects of product involvement on the relationship between e-servicequality and e-satisfaction. A quantitative study approach using survey method is adopted to reach228 respondents. The data is analyzed by simple, multiple , and hierarchical regression methods toexplore direct and moderating effect among intended variables. The study findings confirmed thatreliability, customer service, and after sales service have influenced e-satisfaction.Keywords: e-service quality; e-satisfaction; product involvement.”

Keywords

e-service quality; e-satisfaction; product involvement.

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PDF:

https://jurnal.harianregional.com/bse/full-52609

Published

2019-09-01

How To Cite

JANNAH, Miftahul; NUGROHO, Sahid Susilo; GITOSUDARMO, Indriyo. PERAN KETERLIBATAN PRODUK DALAM MEMODERASI HUBUNGAN ANTARA KUALITAS LAYANAN DARING TERHADAP KEPUASAN DARING.Buletin Studi Ekonomi, [S.l.], p. 288-303, sep. 2019. ISSN 2580-5312. Available at: https://jurnal.harianregional.com/bse/id-52609. Date accessed: 28 Aug. 2025. doi:https://doi.org/10.24843/BSE.2019.v24.i02.p10.

Citation Format

ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

VOL.24.NO.2.AGUSTUS 2019

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License