E-ServQual role in Creating Consumer Trust towards Shopee Marketplace during the Covid-19 Pandemic

Tri Palupi Robustin ()
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Tri Palupi Robustin: Institut Teknologi dan Bisnis Widya gama Lumajang, Lumajang, East Java, Indonesia Author-2-Name: Author-2-Workplace-Name: Author-3-Name: Author-3-Workplace-Name: Author-4-Name: Author-4-Workplace-Name: Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:

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Abstract: " Objective - During the pandemic of Covid-19, consumer behavior has dramatically changed, especially in shopping for daily life needs. The restriction on face-to-face or direct interaction has switched daily shopping transactions from conventional offline shopping to online-based shopping via e-commerce, including the marketplace. This research explores the role of E-Service Quality (E-ServQual) in creating consumers' trust in Shopee, one of the most famous marketplaces in Indonesia. Methodology/Technique - This research sample consisted of 87 respondents using an accidental sampling technique. Data were analyzed using multiple linear regression analysis. Findings - The results of this study showed that four dimensions of E-ServQual partially affect consumer trust at Shopee, i.e., efficiency, fulfilment, privacy, and responsiveness. However, the three dimensions of E-ServQual, i.e., reliability, compensation, and contact, do not affect consumer trust. The research results also show that all E-ServQual dimensions simultaneously affect consumer trust. Novelty - However, the three dimensions of E-ServQual, i.e., reliability, compensation, and contact, do not affect consumer trust. Type of Paper - Empirical"

Keywords: E-ServQual; Marketplace; Trust; Shopee. (search for similar items in EconPapers)
JEL-codes: D12 M30 M39 (search for similar items in EconPapers)
Pages: 10
Date: 2023-06-30
New Economics Papers: this item is included in nep-sea
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Published in Journal of Management and Marketing Review, Volume 8, Issue2

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Persistent link: https://EconPapers.repec.org/RePEc:gtr:gatrjs:jmmr316

DOI: 10.35609/jmmr.2023.8.2(2)

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