Pengaruh E-service Quality (Transaction Related Service and Pre-purchase Service), Terhadap Pengalaman Navigasi Konsumen, Perilaku Konsumen kepada Website, dan Niat Pembelian Sebelum Transaksi dilakukan Melalui Pendekatan Formatif
Abstract
This study attempts to analyze the impact of level of service online in the context where
the transaction has not been made yet consumers are already willing to buy it, through a
formative approach. In this discussion, the study will consider the two main dimensions
of e-service quality (transaction related service and puchase pre-order service) in the
context of the purchase process on the e-commerce business. This research is done at the
local e-commerce business in general without looking at an enterprise in depth with the
samples as many as 100. The data obtained were analyzed using analysis of PLS (Partial
Least Square) via software smartPLS. The results showed that peneliltian e-service
quality in this transaction related service and puchase pre-order effect on consumer
navigation experience, the next service before purchasing a positive effect on consumer
behavior, otherwise there is no relationship between the related service transactions with
consumer behaviour, the next navigation experience of consumers affect the behavior of
a consumer to a website, and stimulation of these influential consumer purchase intent significantly to
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