Quality of product, service, and delivery affect consumer perceptions in determining online store ratings

Endang Siswati and Muslichah Erma Widiana
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Endang Siswati: Economic and Business Faculty, Bhayangkara University Surabaya, Indonesia
Muslichah Erma Widiana: Economic and Business Faculty, Bhayangkara University Surabaya, Indonesia

International Journal of Research in Business and Social Science (2147-4478), 2021, vol. 10, issue 5, 22-27

Abstract: This study is a quantitative study that aims to determine and analyze whether 3 quality perspectives namely product quality, service quality and delivery quality affect consumer perceptions in rating online stores. The purpose of this study is to find out how consumers rate online stores from three points of view, namely the point of view of product quality, delivery quality, and from the point of view of service quality. This study is located in Surabaya and took a sample of 70 respondents with the provisions of doing online shopping as much as 5 times in the last 1 month. After fulfilling the validity and reliability test, then doing hypothesis testing using the F test and t-test. The results showed that 3 quality perspectives, namely product quality, service quality, and delivery quality either partially or simultaneously had a significant effect on consumer perceptions in determining online store ratings. In addition to building a store image, giving a high rating from consumers will also increase sales turnover which will have an impact on increasing online store profits. Key Words:Product quality; quality of service; delivery quality; consumer perception in determining the rating

Date: 2021
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