文章基本信息

标题：Quality of product, service, and delivery affect consumer perceptions in determining online store ratings
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作者：Endang Siswati ; Muslichah Erma Widiana
期刊名称：International Journal of Finance & Banking Studies
印刷版ISSN：2147-4486
出版年度：2021
卷号：10
期号：5
页码：22-27
DOI：10.20525/ijrbs.v10i5.1273
语种：English
出版社：Society for the Study of Business & Finance
摘要：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.
关键词：product quality;quality of service;delivery quality;consumer perception in determining the rating.