Analysis of Influence of Internet Retail Service Quality (IRSQ) to Consumer Online Shopping Satisfaction at www.kebanaran.com

TL;DR

This study examines how different aspects of Internet Retail Service Quality (IRSQ) influence consumer satisfaction on www.kebanaran.com, highlighting the importance of security and information quality in online shopping experiences.

Contribution

It identifies which IRSQ variables significantly impact online shopping satisfaction, providing insights into critical factors for enhancing e-commerce service quality.

Findings

Security and information significantly affect satisfaction.

Performance, access, and sensation do not significantly influence satisfaction.

Standard online store features contribute to consumer confidence.

Abstract

The purpose of this research was to determine the influence of Internet Retail Service Quality (IRSQ) (website performance, access, security, sensation, and information) to the satisfaction www.kebanaran.com online shoppers. The method of analysis used was path analysis. Based on the research results influence IRSQ variables (performance, access, sensation, and information security), performance variables (X1), access (X2) and sensation (X3) had no significant effect on satisfaction (Y). It showsthat the online shopping website www.kebanaran.com already apply standard terms online stores in general, such as membership, has a return policy, a unique craft product offerings, the choice of language, the choice of currency, the chatroom facility, the product ctalogue about images from different angles and so forth, so that consumers be sure to purchase products through the online shopping website www.kebanaran.com. Security variable (X4) and information (X5) has a significant effect on satisfaction (Y). This shows that security is applied and the importance of information for consumers such as information availability, quality productsinformation, accurate product information is essential so that consumers do not hesitate to deal transaction use online shopping website www.kebanaran.com. Keyword: Service Quality, Satisfaction, Online Shop