THE EFFECT OF INFORMATION TECHNOLOGY AND ENTREPRENEURSHIP ON THE E-SERVICES QUALITY THAT HAVE AN IMPACT ON CUSTOMER VALUE: EVIDENCE FROM INDONESIA SMEs
Ferra Arik TRIDALESTARI
Universitas PGRI Yogyakarta (Indonesia)
https://orcid.org/0000-0001-5717-9337
Hanung Nindito PRASETYO
hanungnp@telkomuniversty.ac.idTelkom University (Indonesia)
Abstract
The handicraft sector is one of the sectors whose sales have increased rapidly in Indonesia. The problem, however, is the unpreparedness of craft SMEs in applying information technology in their sales activities. In addition, there are also problems in understanding the ability of UKM entrepreneurship on the characteristics of online sales. The purpose of this study is to analyze the effect of entrepreneurship and information technology on the quality of e-Services and their impact on customer value in craft SMEs in Indonesia. The results of the study show that there is an influence of entrepreneurship and information technology on the quality of online services and their impact on customer value. Entrepreneurship does not have a direct effect on online service quality and customer value but the entrepreneurship variable has a significant effect on customer value through the quality of e-Services and the quality of e-Services becomes the intervening variable in this study.
Keywords:
Entrepreneurship, Information Technology, e-Services Quality, Customer Value, handicraft sectorReferences
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Sayedi, S. N., & Isah, Z. (2013). Entrepreneurs „characteristics and service quality of micro, small and medium scale enterprises in Nigeria. IOSR Journal of Business and Management, 15(2), 45–56. https://doi.org/10.9790/487X-1524556
Sekaran, U., & Bougie, R. (2003). Research Methods For Business, A Skill Building Approach, John Willey & Sons. Inc. New York, 29.
Singh, A., & Kumar, V. (2023). A Cause And Effect Study Of Digital Marketing E-Quality Service On The Customers Trust & Consumer In Online Shopping Behavior. Elementary Education Online, 20(3), 4382. https://doi.org/10.17051/ilkonline.2021.03.452
Stage, F. K., Carter, H. C., & Nora, A. (2004). Path analysis: An introduction and analysis of a decade of research. The Journal of Educational Research, 98(1), 5–13. https://doi.org/10.3200/JOER.98.1.5-13
Zhuang, W., & Babin, B. J. (2015). The influence of e-service-quality on customer value perception and satisfaction: the case of third-party web sites. Marketing Dynamism & Sustainability: Things Change, Things Stay the Same… Proceedings of the 2012 Academy of Marketing Science (AMS) Annual Conference, 114–117. https://doi.org/10.1007/978-3-319-10912-1_32
Basir, M., Modding, B., Kamase, J., & Hasan, S. (2015). Effect of service quality, orientation services and pricing on loyalty and customer satisfaction in marine transportation services. International Journal of Humanities and Social Science Invention, 4(6), 1–6. http://www.ijhssi.org/papers/v4(6)/Version-2/A04620106.pdf
Boakye, K. G., Prybutok, V. R., & Blankson, C. (2016). An integrated model of quality for mass services in the context of the Ghanaian retail banking sector. Thunderbird International Business Review, 58(5), 425–438. https://doi.org/10.1002/tie.21768
Bogomolov, T., Waye, V., & Pich, A. (2020). Consumer perceptions of online legal service providers. ANU Journal of Law and Technology, 1(2), 43–71. https://search.informit.org/doi/epdf/10.3316/agispt.20220516066967
Bolívar-Ramos, M. T., García-Morales, V. J., & Martín-Rojas, R. (2013). The effects of information technology on absorptive capacity and organisational performance. Technology Analysis & Strategic Management, 25(8), 905–922.
Corbett, A., Covin, J. G., O’Connor, G. C., & Tucci, C. L. (2013). Corporate entrepreneurship: State-of-the-art research and a future research agenda. Journal of Product Innovation Management, 30(ARTICLE), 812–820. https://doi.org/10.1111/jpim.12031
Dewi, N., Azam, S., & Yusoff, S. (2019). Factors influencing the information quality of local government financial statement and financial accountability. Management Science Letters, 9(9), 1373–1384. https://doi.org/10.5267/j.msl.2019.5.013
Eizi, N., Semnani, B. L., Nawaser, K., & Vesal, S. M. (2013). The impact of application of information technology on E-service quality. Research Journal of Applied Sciences, Engineering and Technology, 6(15), 2747–2756. https://doi.org/10.19026/rjaset.6.3781
Haryadi, H., Azhari, A., & Peker, K. (2021). A Comparative Study of Technology Approaches in Using Online Marketing Strategies for Small and Medium Enterprises in Indonesia During the COVID-19 PANDEMIC. Mobile and Forensics, 3(2). https://doi.org/10.12928/mf.v3i2.6017
Hendriansyah, H., & Udayanti, E. D. (2022). Improving SMEs Skills in Indonesia to Support Export with E-Learning Culture Academy. 2022 International Seminar on Application for Technology of Information and Communication (ISemantic), 453–458. https://doi.org/10.1109/iSemantic55962.2022.9920366
Hsieh, Y.-H., & Chou, Y.-H. (2018). Modeling the impact of service innovation for small and medium enterprises: A system dynamics approach. Simulation Modelling Practice and Theory, 82, 84–102. https://doi.org/10.1016/j.simpat.2017.12.004
Juanamasta, I. G., Wati, N. M. N., Hendrawati, E., Wahyuni, W., Pramudianti, M., Wisnujati, N. S., Setiawati, A. P., Susetyorini, S., Elan, U., & Rusdiyanto, R. (2019). The role of customer service through customer relationship management (Crm) to increase customer loyalty and good image. International Journal of Scientific and Technology Research, 8(10), 2004–2007. http://www.ijstr.org/final-print/oct2019/The-Role-Of-Customer-Service-Through-Customer-Relationship-Management-crm-To-Increase-Customer-Loyalty-And-Good-Image.pdf
Keke, M. E. (2022). The use of digital marketing in information transport in social media: the example of Turkish companies. Transportation Research Procedia, 63, 2579–2588. https://doi.org/10.1016/j.trpro.2022.06.297
Knowles, J., Ettenson, R., Lynch, P., & Dollens, J. (2020). Growth opportunities for brands during the COVID-19 crisis. MIT Sloan Management Review, 61(4), 2–6. https://sloanreview.mit.edu/article/growth-opportunities-for-brands-during-the-covid-19-crisis/
Landon, A. C., Woosnam, K. M., Keith, S. J., Tarrant, M. A., Rubin, D. M., & Ling, S. T. (2019). Understanding and modifying beliefs about climate change through educational travel. Journal of Sustainable Tourism, 27(3), 292–307. https://doi.org/10.1080/09669582.2018.1560452
Noori, M. (2022). The effect of e-service quality on user satisfaction and loyalty in accessing e-government information. International Journal of Data and Network Science, 6(3), 945–952. https://doi.org/10.5267/j.ijdns.2022.2.002
Olaleye, B., Adeyeye, O., Efuntade, A., Arije, B., & Anifowose, O. (2021a). E-quality services: A paradigm shift for consumer satisfaction and e-loyalty; Evidence from postgraduate students in Nigeria. Management Science Letters, 11(3), 849–860.
Olaleye, B., Adeyeye, O., Efuntade, A., Arije, B., & Anifowose, O. (2021b). E-quality services: A paradigm shift for consumer satisfaction and e-loyalty; Evidence from postgraduate students in Nigeria. Management Science Letters, 11(3), 849–860. https://doi.org/10.5267/j.msl.2020.10.015
Payne, A., Frow, P., & Eggert, A. (2017). The customer value proposition: evolution, development, and application in marketing. Journal of the Academy of Marketing Science, 45(4), 467–489. https://doi.org/10.1007/s11747-017-0523-z
Raza, M. A., Siddiquei, A. N., Awan, H. M., & Bukhari, K. (2012). Relationship between service quality, perceived value, satisfaction and revisit intention in hotel industry. Interdisciplinary Journal of Contemporary Research in Business, 4(8), 788–805. https://journal-archieves26.webs.com/788-805.pdf
Rhenald, K. (2017). Disruption. Kompas Gramedia.
Rita, P., Oliveira, T., & Farisa, A. (2019a). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.
Rita, P., Oliveira, T., & Farisa, A. (2019b). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Roberts, E. S. (1999). In defence of the survey method: An illustration from a study of user information satisfaction. Accounting & Finance, 39(1), 53–77. https://doi.org/10.1111/1467-629X.00017
Sari, A. P., Pelu, M. F. A. R., Dewi, I. K., Ismail, M., Siregar, R. T., Mistriani, N., Marit, E. L., Killa, M. F., Purba, B., & Lifchatullaillah, E. (2020). Ekonomi Kreatif. Yayasan Kita Menulis.
Sayedi, S. N., & Isah, Z. (2013). Entrepreneurs „characteristics and service quality of micro, small and medium scale enterprises in Nigeria. IOSR Journal of Business and Management, 15(2), 45–56. https://doi.org/10.9790/487X-1524556
Sekaran, U., & Bougie, R. (2003). Research Methods For Business, A Skill Building Approach, John Willey & Sons. Inc. New York, 29.
Singh, A., & Kumar, V. (2023). A Cause And Effect Study Of Digital Marketing E-Quality Service On The Customers Trust & Consumer In Online Shopping Behavior. Elementary Education Online, 20(3), 4382. https://doi.org/10.17051/ilkonline.2021.03.452
Stage, F. K., Carter, H. C., & Nora, A. (2004). Path analysis: An introduction and analysis of a decade of research. The Journal of Educational Research, 98(1), 5–13. https://doi.org/10.3200/JOER.98.1.5-13
Zhuang, W., & Babin, B. J. (2015). The influence of e-service-quality on customer value perception and satisfaction: the case of third-party web sites. Marketing Dynamism & Sustainability: Things Change, Things Stay the Same… Proceedings of the 2012 Academy of Marketing Science (AMS) Annual Conference, 114–117. https://doi.org/10.1007/978-3-319-10912-1_32
TRIDALESTARI, F. A., & PRASETYO, H. N. (2023). THE EFFECT OF INFORMATION TECHNOLOGY AND ENTREPRENEURSHIP ON THE E-SERVICES QUALITY THAT HAVE AN IMPACT ON CUSTOMER VALUE: EVIDENCE FROM INDONESIA SMEs. Applied Computer Science, 19(4), 103–120. https://doi.org/10.35784/acs-2023-38
Authors
Ferra Arik TRIDALESTARIUniversitas PGRI Yogyakarta Indonesia
https://orcid.org/0000-0001-5717-9337
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