Eludicating the Mediating Role of E-Trust in Customer Satisfaction Augmentation: An Empirical Analysis of E-Service Quality in Online Marketplaces

Megawati, Veny and Tedjakusuma, Adi Prasetyo and Liu, Li-Wei and Silalahi, Andri Dayarana K. (2024) Eludicating the Mediating Role of E-Trust in Customer Satisfaction Augmentation: An Empirical Analysis of E-Service Quality in Online Marketplaces. In: 2024 International Conference on Information Management and Technology (ICIMTech), 28-29 August 2024, Bali, Indonesia.

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Abstract

To stay ahead of the competition and keep customers coming back, businesses must understand what makes people happy and trusted. However, there is a gap in research when it comes to grasping how things like benefits and good customer service impact trust and satisfaction in online services. This study intends to study the gap by investigating service quality aspects that influence trust, which then leads to satisfaction. Using SmartPLS for testing hypotheses, the research looks at data from customers who use marketplaces to validate the proposed model, including both direct and mediating effects. The results show that emotional benefits and customer service affect e-trust, which then boosts satisfaction. On the other hand, efficiency, privacy and reliability had less of an impact, through trust. This study adds to our knowledge of marketing by highlighting the importance of connecting with customers and providing services for a better online shopping experience.

Item Type:	Conference or Workshop Item (Speech)
Uncontrolled Keywords:	e-service quality, e-satisfaction, e-trust
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Veny Megawati 201005
Date Deposited:	10 Feb 2025 08:45
Last Modified:	10 Feb 2025 08:46
URI:	http://repository.ubaya.ac.id/id/eprint/47981

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