DOI: https://doi.org/10.9744/jmk.22.2.131-141

THE DETERMINANT OF WEBSITE QUALITY AND E- SERVICE QUALITY AT SME IN INDONESIA

Tatik Suryani, Abu Amar Fauzi, Moch Nurhadi

Abstract


This study aims to examine the dimensions which determine the Website Quality and E-Service Quality in Small and Medium Enterprises (SMEs) in Indonesia. As one of the important determinant dimensions for website quality, E-Service Quality is specifically observed to find out the specific factors that determine E-Service quality which in some previous studies has not been widely studied. The study was conducted by using survey method with questionnaire involving 379 SME customer respondents. Website quality dimensions are measured using a Likert Scale with 5 alternative answers. The results of the analysis conducted with Smart PLS, shows that there are four dimensions of website quality determinants, of which the most influential are: E-Service Quality, Information Quality, System Quality and Image Quality; furthermore for E-Service Quality dimensions, there are three identified important dimensions that determine are: Fulfillment,  Responsiveness, and System Availability


Keywords


Website quality, information quality, e-service, system quality

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DOI: https://doi.org/10.9744/jmk.22.2.131-141




The Journal is published by Management Study Program, Faculty of Business and Economics, Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of Research, Technology and Higher Education of the Republic of Indonesia.

©All right reserved 2016.Jurnal Manajemen dan Kewirausahaan, ISSN: 1411-1438, e-ISSN: 2338-8234

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