Modeling the influence of e-service quality on e-satisfaction in Indonesia’s digitalmarketplaces using a hybrid approach of SEMand fsQCA

Tedjakusuma, Adi Prasetyo and Silalahi, Andri Dayarana K. and Eunike, Ixora Javanisa and Phuong, Do Thi Thanh (2025) Modeling the influence of e-service quality on e-satisfaction in Indonesia’s digitalmarketplaces using a hybrid approach of SEMand fsQCA. Journal of Modelling in Management. ISSN 1746-5664

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Abstract

Purpose – Indonesia’s expanding digital marketplaces make e-satisfaction a key success factor, yet traditional research often overlooks its complex, nonlinear drivers. This study aims to integrate partial least square structural equation modelling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to reveal both linear and configurational influences – security, pricing, shipping, information availability and product quality – providing practical insights for digital platforms to enhance competitiveness. Design/methodology/approach – This research uses Expectancy-Disconfirmation theory as a framework which demonstrates themechanismthroughwhich buyers’ digitalmarketplace experiences create their e-satisfaction. Through integrating fsQCAwith PLS-SEM this research combines asymmetric and symmetric methods to analyze the determinants of e-satisfaction. Findings – The structural equationmodeling results show that security, pricing, shipping, information availability and quality significantly impact e-satisfaction. The fsQCA findings further reveal that high e-satisfaction depends on the presence of security, pricing, information availability and quality,whereas lowe-satisfaction stems from their absence. Originality/value – This study uniquely integrates PLS-SEM and fsQCA to reveal both linear effects and complex configurations that drive e-satisfaction in Indonesia’s digital marketplaces. It extends the Expectancy- Disconfirmation Theory by showing how security, pricing, shipping, information and product quality interact to shape satisfaction. By focusing on an emerging economy, it delivers much-needed context-specific insights and fills a critical gap in global e-commerce research

Item Type:	Article
Uncontrolled Keywords:	E-service quality, E-satisfaction, Asymmetric approach, Digital marketplaces, Expectancy-disconfirmation theory, Decision-making, Fuzzy, Management, Business strategy
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Adi Tedjakusuma
Date Deposited:	24 Apr 2025 09:33
Last Modified:	24 Apr 2025 09:33
URI:	http://repository.ubaya.ac.id/id/eprint/48421

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